Self-service tracking for orders and invoices
Not every B2B ecommerce platform can provide real-time access to customer account data from the seller’s SAP ERP system. With Corevist Commerce Cloud implemented, InHealth Technologies’ customers can access tons of information within the B2B ecommerce portal—even for orders that weren’t placed through B2B ecommerce. Whatever account data they have in SAP, they can see it in Corevist. This includes:
- Order history and status (orders from any channel)
- Shipment history, status, and tracking numbers (integrated to all major carriers)
- Invoice history and status
- Real-time credit status
“We’re encouraging customers to look up tracking numbers and invoices,” Verónica said. “That’s all possible now. Customers who had used the old store are telling us, ‘I love this. I don’t have to call to get information. I can get it 24/7.’ That’s a huge win for customers—and for us.”
Support for mobile sales reps
Customers aren’t the only ones who benefit from the new solution. The company’s traveling sales reps have started using the B2B ecommerce solution to place orders on behalf of customers. Instead of calling customer service and getting in line to place the order, sales reps just access B2B ecommerce on their mobile device. Not only can they place orders for their assigned customers, but they can easily check real-time inventory to give customers accurate information.
Streamlined customer service operations
The solution has had a major impact on InHealth Technologies’ operations. “It’s awesome to program pricing in SAP and see it magically appear in the webstore,” Verónica said. “I don’t have to program it in two systems. I know it’s integrated in real time. And of course, availability in the webstore is always real-time.”
Pricing isn’t the only procedure that’s been simplified. “We just increased our freight costs,” Verónica explained. “I simply program them into SAP, and the new freight costs are reflected in the webstore immediately. That’s a great experience for me. I have a clean process instead of the clunky Volution workflow. I no longer have to update pricing and freight charges in two places.”
In addition, customer service reps no longer have to pull web orders from B2B ecommerce and check them against SAP before fulfilling them. The webstore shows real-time inventory, and when a customer places an order, the order posts instantly to SAP. Available inventory gets allocated to that customer and their order automatically, meaning customer service reps no longer have to act as a go-between. They pull orders directly from SAP, since Corevist posts them there instantly.
With more time on their hands, reps can focus on value-added activities, building relationships with customers and advising on product choices.
Streamlined customer service training
The new B2B ecommerce solution has even simplified the company’s training processes. Verónica put it this way: “It’s so easy to train new employees in customer service. We just explain how SAP interacts with the webstore, and it all makes sense. Our reps don’t have to do that double work anymore. Before, we didn’t even want to talk about the webstore during training. It was just so outdated and clunky.”