customer experience: b2b e-commerce face

B2B E-CommerceFilip De Clerck - FACE

FACEAUDIO - LIGHT - VIDEO

Index

• About FACE

• Why B2B E-Commerce?

• Why Sana Commerce?

• Strengths of Sana Commerce

• Pitfalls

• Questions?

About FACE

FACE• Business: Pro Audio & Light• Location: Boom, Belgium• Employees: 25+

Brands

Market

• Till 2011: Belgium and Luxembourg• From 2011: Focus on greater Europe

Market

• Till 2011: Belgium and Luxembourg• From 2011: Focus on greater Europe

Turnover

• 2011: European Service Point• 2012: FACE territory expansion• 2013: Expansion portfolio in extended territory

Why B2B E-Commerce?

Why B2B E-Commerce?

• To optimize the order process• To generate more turnover with the same number of employees• To provide customers with more information• To professionalize our business (internationally)• To publish and edit our prices in a simple way

Why Sana Commerce?

Why Sana Commerce?

• Integration with Dynamics NAV• What you see is what you get• FACE is not an IT business; No internal IT department, No developers• Sana Commerce speaks a ‘normal language’ instead of ‘developers language’• Quick and easy implementation• Price in comparison to a custom application• Dynamics NAV partner refers Sana as the go-to e-Commerce solution

Strengths of Sana Commerce?

Obviously

• No more manual order entry• Less phone calls / e-mail / fax• 24/7 available• Always and everywhere accessible• Clear and structured information

Less obvious

• Complex tasks remain transparent• Account manager log in functionalities • Prices, users, customers, discounts… all managed in NAV• Easy but advanced CMS • Quick order, List order and Template order functionalities• Instant and detailed reports with the Google Analytics integration

No more manual order entry

• Less workload + Less mistakes + total control

• Orders in NAV • Automatic order confirmation

Less phone calls / e-mail / fax

• What is it?• How does it work?• Is it on stock?• What does it cost?• Brochure?• What does it look like?

Pre-order process:

Less phone calls / e-mail / fax

• What is the final price? Discount?• Are there any additional costs?• Is it still on stock?• What is the total price of 2 items?

Order process:

Less phone calls / e-mail / fax

• Order history available• Also for offline orders• Track & Trace

After order process:

24/7 Available

• At night• During the weekend• Also when Customer Service isn’t able to answer

Always and everywhere accessible

• From the customer’s computer• Laptop of your sales consultants• Tablet at a business event

FACE ECOM launch PL + S Frankfurt

Complex tasks remain transparent

• Prices• Discounts• Volume discounts• VAT and additional taxes

Complex tasks remain transparent

• Prices• Discounts• Volume discounts• VAT and additional taxes

Clear and structured information

• Better insight in product groups and an overview of all products with a product list and product landing pages• Information in your web shop can be displayed in an easy and uniform way

Account manager login functionalities

• Log in as your customer to place their orders and add a wish list• Substitute the ‘standard’ quote

All managed in NAV

Clear CMS

• Clear layout• Runs in browser so always accessible

User friendly CMS

• Easy editor• Perfect for starting and experienced content managers• Structure of menu with the product landing pages and product sets makes for a quick build up of the catalogue

Quick order functionality

Google Analytics integration

• Instant insight in online sales• Most viewed products and content?• Which search terms are used by (potential) customers?• Which e-mail campaigns are successful?

Google Analytics integration

Pitfalls

Get the entire organization on board

• To get the most out of your E-Commerce solution you need to get the entire organization on board• Sales consultants need to have their discount administration up-to-date• Stock and product administration needs to be up-to-date• Back office employees will get new questions

A web shop doesn’t run on itself

• You need to invest time in product images and content creation• Managing your content requires a combination of knowledge of the technology you’re working with, products you offer, your organization and the order process in NAV.• Customize your working method, not the system

That’s all folks! Questions Anyone?