Download - 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?