KBM eCommerce Features - May 09
(05/06/2009)
Modern customers want a self-service portal
There is a growing tendency for web shops that are used to order products via the internet to develop into multifunctional service and information platforms. “This is a logical development” according to Rian Faay, Vice President Sales of software supplier ECi Europe. “Suppliers and their products no longer take centre stage; their customers’ wishes and requirements determine which information is displayed in web shops.”
These days, customers want information and are not afraid to go after it themselves. Every day, suppliers and wholesalers get bombarded with calls about assortments, prices, orders, delivery times, order status, returns and payments. Calls like these take up a lot of employees’ time and are, therefore, costly. Rian Faay explains: “Customers ask their suppliers for digital solutions these days. In practice we often find that the existing web shop is a highly suitable platform to provide the customer with both service and information. The internet shop is slowly developing into a comprehensive solution for the communication between customer and supplier.”
EasyOrder® by ECi Europe is one of the best-known order systems in the office products industries. Big European suppliers have been using this system for years to get their product catalogue online. The system also functions as a self-service portal. It gives customers access to current information about products, product details and a variety of administrative details. Customers can call out orders, view product details, packaging information and prices, check delivery times and availability, download pdfs with user manuals and assembly instructions, track the order status and go through the order history. Matters like goods receipt, return products, invoices and payments are taken care of via the web shop.
Faay comments: “Suppliers and wholesalers also benefit from their own online information system and self-service portal. The customer can meet his own information needs whenever it suits him. Opening hours are no longer a limitation. At the same time, the supplier both considerably raises the service level and is able to spend time and funds on important matters like sales interviews and quality contact with the customers.”
