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Ahead In The Cloud

The Business Solution Partners Blog

4 Customer Service Habits for Great E-Commerce Order Management

on Jul 24, 2014 1:00:23 AM By | FullQuota Editor | 0 Comments | Sales Order Management
If you’re using an e-commerce order management tool to track orders through a web store, it’s vital you manage the relationships with customers closely. A lax customer service plan in e-commerce will mean less customer loyalty and dwindling profits. We’ve assembled some tips which you might find vital in implementing an exceptional e-commerce order management system. Communicate with customers through every channel: One of the most important things to keep in mind is that multichannel sales is key. If you have a brick and mortar store, your customers should have the ability to purchase and return items both in person and online. If the sale is made in the store, the customer should be able to log a support case online or on the phone. If they want to return their item, don’t make them come back to the store location. Provide an easy to use reverse fulfillment option through your website. Establish a way for your customers to log support cases through your website. People are reluctant to pick up a phone or travel to a store location so giving them the option to email you through your site will increase the likelihood that you’ll get constructive feedback from your customer base. Providing multiple possible touch points for your customers will give them a sense of security and hopefully a desire to bring their business to you in the future. Track all customer interactions: Whether it’s a sale, a support case, or just a phone call with a question, you should be tracking every touch you make with your prospects and customers. E-commerce order management systems should have a viable Customer Relationship Management (CRM) option built in. By tracking interactions with customers, sales and support reps within your company will have access to the entire account history which will help them to make informed decisions on how to best work with a customer. Once again, this puts control of things into your team’s hands rather than leaving yourself in the dark about how sales and service operations within your company are working. This method also leaves your customer’s feeling taken care of and fosters trust in your company and how you do business. Provide an FAQ page: This may seem like a no-brainer, but provide answers to your most commonly asked questions on an easy-to-find page on your web site. This achieves a couple of things: First, it will allow your customers to answer their own questions about your products and services without having to call or e-mail you. Customers will thank you for not having to call you just to ask if you ship internationally or not. Second, it relieves some of the pressure on your sales and support staff. By cutting down on time wasted answering the same questions over and over, you will increase the efficiency of your e-commerce order management staff. Use the right metrics to analyze and improve customer service operations: By tracking closed web store sales, resolved support cases, and abandoned cart statistics, you can have greater insight into how your customers are interacting with your e-commerce system and hopefully improve as you go. Keep your staff on top of open support cases and unfulfilled sales orders. If you’re getting a lot of customers abandoning their shopping carts, have a workflow to send out e-mails to remind customers to buy. Keep an eye on products which are frequently abandoned so you can examine their description pages and add or remove detail which may be leading to customers changing their minds about the product. The age of multichannel e-commerce is upon us so be prepared with the right tools. A comprehensive e-commerce order management system is necessary to integrate your web store with multi-channel operations and track sales and support. Looking for more information about how to maximize your e-commerce order management system? Contact Business Solution Partners to speak to an expert today!
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5 Reasons To Build Automated Workflows Into Your Distribution System

on Apr 17, 2014 1:00:37 AM By | FullQuota Editor | 0 Comments | Sales Order Management
To gain an edge in today’s marketplace, distributors need to pursue every opportunity to streamline processes and increase efficiency. Improvements in cloud ERP and other distribution system tools have made it easier for distributors to develop automated workflows and business processes. Many distributors still use outdated business processes that were originally developed to accommodate limited functionality in legacy software. Updating workflows and processes is essential to well-integrated distribution system.
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How Does Better Inventory Management Aid Order Fulfillment?

on Dec 12, 2013 12:00:14 AM By | FullQuota Editor | 0 Comments | Sales Order Management
Technology solutions can help distributors to better manage their inventory, which in turn improves order fulfillment and increases customer satisfaction.
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How Can Automated Workflows Fix Inefficient Processes?

on Nov 14, 2013 12:00:44 AM By | FullQuota Editor | 0 Comments | Sales Order Management
Distributors can remedy inefficient business processes by implementing automated workflows. Often, businesses leaders are skittish about investing in their systems, but to get the most out of a system requires investments over time.
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How Can Cloud Applications Improve The Quote To Cash Process?

on Nov 12, 2013 12:00:25 AM By | FullQuota Editor | 0 Comments | Sales Order Management
The customer’s experience during the quote to cash process can determine their loyalty and return business. Many manufacturers and distributors are experiencing serious gaps in this area of their business due to disparate on-premises applications managing various parts of the sales process using separate databases that don’t communicate with one another. Fortunately, integrated cloud solutions are helping businesses overcome these problems, close deals and grow their bottom line. A seamless quote to cash workflow means everyone involved in the process is viewing the same data. When the sales rep enters a quote or a sales order, the back office should have immediate access to that same information. A single database is paramount to avoiding miscommunication, inaccurate quoting and lost profits.
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How Can Integrated Cloud ERP And CRM Systems Reduce Order-To-Fulfillment Time?

on Oct 24, 2013 1:00:18 AM By | FullQuota Editor | 0 Comments | Sales Order Management
Integrated cloud ERP and CRM systems can help cut distributors’ order-to-fulfillment time by streamlining the exchange of information and increasing visibility. A recent move by Wal-Mart demonstrates how important it is to decrease fulfillment times. According to an article on the Multichannel Merchant website, Wal-Mart recently announced the construction of two new, large fulfillment centers dedicated exclusively to online orders.
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How Can An Integrated Distribution System Streamline Order Processes?

on Sep 10, 2013 1:00:06 AM By | FullQuota Editor | 0 Comments | Sales Order Management
An integrated distribution system can eliminate many of the hurdles companies face during the fulfillment process and improve customer satisfaction.
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What’s The Secret To Better Distribution Sales Forecasting?

on Aug 22, 2013 1:00:32 AM By | FullQuota Editor | 0 Comments | Sales Order Management
Sales forecasting is one of the hardest tasks for distributors, but the right approach combined with the latest technology can go a long way.
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