According to Intershop, a B2B e-commerce solutions German provider, digital transformation is now well underway on all wholesale companies. After all, their customers, employees, suppliers, competitors, and service providers are becoming increasingly digitized.
Where to start?
When discussing digital transformation with mid-sized wholesalers, they often raise the following fundamental questions: What do these changes mean for my company? How well do we compare with others? Where do we have the most significant potential? But most of all: Where should we start, and what is the best approach?
There is no one-size-fits-all approach to the challenges of digital transformation. Every company needs its own unique strategy tailored to its particular value chain and coordinates all the relevant tasks systematically.
It is also essential to bear in mind that digital transformation is not a one-time project with a beginning and end but rather a continuous process.
Key Trends
Omni-channel strategy: B2B customers expect their interaction with a company to be totally seamless across all channels. Regardless of whether they communicate directly through a salesperson or by cell phone, Internet, or mobile app, they expect to find precisely the same products, information, and services.
Quick and Easy Order Processing: As more and more wholesalers recognize the potential of e-commerce to boost revenue, they are moving their sales online. Faster transactions, a more extensive selection of products at lower prices, and comprehensive after-sales service are some of the main reasons buyers now prefer the online channel over personal ordering methods.
Service Portals: Today's customers expect unlimited access to information, an immediate response to every service request, and the ability to perform all transactions unassisted. This is particularly important in the wholesale industry, where buyers expect sellers to supply goods and provide additional value-added services. The telephone—formerly the principal channel for customer service—has been replaced by online service portals with 24/7 availability. All services are bundled at a single location along with a wide range of information resources. Robust and deeply integrated, the service portal is now the central hub for all core processes around the digital customer service platform.
Have queries about how your wholesale organization can benefit from Zooloo's digital solutions? Contact us at sales@zooloo.asia.
Explore more
- Read about The Digital Transformation Journey
- Learn more about our “Digital Backbones”
- Learn more from our eBook series on Digital Transformation for Wholesale Trade
Tags:#digitaltransformation #B2B #digitaladoption #digitalintegration #covid19 #digitalsolutions #wholesaletradesector #wholesaletrade
