Business-to-business (B2B) and business-to consumer (B2C) buying behaviours and sales journeys are often quite different. The reasons for a B2B purchase will generally be much less emotional than that of B2C. A B2B purchase will also generally be of a much higher value. We take the time to understand the nuances of your products and services and the ways in which they need to be sold to your customers.
Automating parts of your sales process will reduce the time your business loses to administrative duties. This will free your teams up to deliver better customer service, sell more and achieve higher margins.
Where your business is both B2B and B2C, often we can use the same underlying technology platforms to deliver different customer experiences.
B2B, B2C or both
API Integrations
For many businesses, an online booking journey requires much more than an off the shelf basket and checkout software. There are often several systems and processes that need to be considered to power the online booking journey.
An Application Programming Interface (API) lets developers pull and push data between systems. Like a communication channel between two or more pieces of software.
What APIs can and cant do can be confusing. We take the complexity out of this by breaking down the processes and mapping the data to the desired customer experience. Where data cannot be mapped, we work with you to evaluate whether a manual process will be sufficient, or whether an automated solution needs to be found.
The Re-Platform
It is not always about starting something from scratch. Often businesses we work with have achieved a certain amount of growth with one technology platform. Now that platform is blocking or slowing their ability to grow further.
Your platform may no longer be responding to the way the your business now works and there is a decision needed as to whether to develop it or change it.
We will work with you to understand how you want to work. We can produce a clear specification and visual prototype of the required functionality you need. We can then assess the ability of the current software to respond to that against other software or software suppliers in the market.
Customer Loyalty
Acquiring new customers costs far more than retaining existing customers. In both B2C and B2B transactions, those businesses that go the extra mile to foster closer relationships and make the transaction process easier, will win over their loyalty.
It does not need to be complicated from day one. A simple web portal could allow your customer to see a summary of their orders, contact details that direct them to the right team quickly, an easy way to provide feedback (good and bad!), or even repeat an order with one click.
This can be developed over time to include loyalty schemes such as discounts or pushing out communications for customer only special offers. We will work with you to understand how you add value to your customer relationships offline and define where some of this can be automated and enhanced through online channels.
Giving your employees systems that are enjoyable to work with and reduce their administration overhead will pay back in employee happiness and effectiveness.
We recognise the importance of integrating your online experiences with your operational systems to achieve as close as possible, one customer view. Defining the administrative workflows for managing online customer services is one of the user flows we define as standard in our 5D process.
Our prototypes enable you to engage your employees in an interactive trial of the proposed solution. Gathering their feedback, we work with you to weigh up the cost of automating something against the cost of retaining a manual process.