Every day, customer service teams in the B2B world struggle to get orders delivered to their customers on time and without errors, while managing an often chaotic and disorganized shared mailbox.
And the fact is that, on average, the department responsible for customer service usually exchanges between 6 and 8 documents in the document flow of a transaction (budgets, approvals, orders, delivery notes, invoices, queries about orders…) sometimes issued in very diverse formats and even in unorthodox ways (handwritten, for example).
If the department’s situation involves many manual processes in data entry, paper overflows the tables, or agents need to get out of their seats to get answers from other teams, the diagnosis is clear: it is time to implement a digital platform that makes possible efficient commercial flow management from order receipt to collection – quickly, without errors and with maximum visibility in the intervention of each of the parties involved.
B2B customers are looking for an experience similar to what Amazon offers in B2C, with personalized interactions, order tracking or fast shipping
To achieve this, AI tools based on linguistic models such as ChatGPT 4, but specifically developed for order management, are key. Thanks to this, it is possible to extract data even faster and achieve speed and accuracy greater than 92%.
Tackling the “Amazon effect” in B2B services
Five benefits of using a digital platform in customer service
- Proactive and non-reactive service. A proactive service means anticipating the facts, responding to queries quickly and accurately, knowing where, when and how each customer’s orders are processed. In a digital environment, repetitive and tedious tasks are automated and streamlined, allowing an improvement in data quality (fewer errors), more flexibility to redirect queries between members of the own team and to other teams, the possibility of identifying faster opportunities for improvement in processes and consistency in order channels
- Commitment to the client, With the appropriate technology, attention and service are improved, making it a different point compared to the competition, thanks to the control panels that facilitate the monitoring of service level agreements (SLA), categories of customer queries, provide fast and accurate responses, simple communication tools to track orders, or a self-service customer portal that even allows customers to place orders from their mobile
- Reinforcement of loyalty, B2B customers increasingly bring their expectations closer to those of the B2C customer. This is what we call the “Amazon effect”: personalized interactions, easy and trackable order processes, fast shipping… But, in the B2B world, many companies still enter orders manually, receive handwritten orders, etc. So achieving that level of service is impossible unless they have a digital platform that can help them achieve a better customer experience, easy order creation, error-free shipping and easy returns.
- Team motivation: According to a PWC report, 71% of operations managers plan to implement changes to their processes to address labor shortages, often unhappy because their job consists of “data crunching” and other mechanical tasks that do not stimulate even the person or the growth of the company. Digitizing customer service reduces these unsatisfying tasks and opens the door to new career paths. In addition, the management teams collaborate with the management teams to identify those agents with the highest performance and involvement. All of this has an impact on teams with less stress, greater organizational flexibility, and a better work environment.
- Easy onboarding of new customers and employees: AI tools make it easier for agents to register new clients autonomously, without needing the IT team and with the possibility of starting to generate orders almost immediately. They also help train new employees in less time (from months to days) and attract new talent by using innovative tools that make work more interesting.
Companies such as Risi, Angulas Aguinaga, Damm or Lactalis España are examples of how, thanks to the power of digitalization and with the collaboration of the right partner, a company can transform its customer service and reach new levels of efficiency and satisfaction.
If you are interested in knowing how they have managed to further optimize their customer service departments, contact us.
