Bring all information together in one place - from the B2B MyAccount to your customers’ installed base. Provide after-sales products and digital self-services for a seamless and personalized buyer journey that will strengthen brand loyalty, boost sales and differentiate yourself from your competitors.
“Intershop helps Trumpf to master the digital challenge of customized customer portals”
A digital customer portal is the perfect solution for your after-sales management.
After-sales has always been a major business driver in manufacturing. Spare parts, consumables, digital services - the possibilities are endless. With digitalization, the aspect of personalization opens up new dimensions of growth.
Here are the 4 key facts why you, too, should boost your after-sales with a digital customer portal:
B2B buyers want to manage their own data, products, and service agreements. Also, they want 24/7 access to processes and content. This reduces their administrative workload and they can retain their internal processes. So, give buyers in a customer portal self-services to manage their data, products, service agreements, workflows, and cost center budgets. Enable easy reordering and quote creation, and access to e-learning content.
After-sales, for example selling spare parts, consumables or wears, can boost up- and cross selling opportunities as well as customer satisfaction. The keys to success: leveraging correct after-sales product information and providing an intuitive customer journey. In the end, all information must be accessible on every channel in one place: The digital customer portal.
Digital customer portals offer sophisticated features such as configure, price, quote (CPQ), thus transforming e-commerce websites into a tool sellers can use to support customers with different needs: purchasing simple products all on their own, or complex products with the help of sales reps. Rep-assisted e-commerce is what Forrester research has shown to be most popular, because buyers may start offline with sales or customer service rep to gather information but make the purchase online. Or the other way around, buyers start gathering information online and purchase from a sales rep.
As products become increasingly digitized within the Internet of Things, they can be used to gather data. This provides insights into product usage and other customer behavior. Manufacturers or wholesalers can then identify specific customer needs and create tailored digital services to meet them, for example automated reordering via a smart shelf or pay-per-use. The digitized products (“installed base”) can be registered in a digital customer portal and linked to those digital services.
Intershop is the leading choice for the world’s most successful B2B organizations. Get in touch with one of our specialists or book a demo to find out why.