Benefit #3: Be the buyer’s best friend.
A growing majority of buyers prefer to purchase online, with self-serve information, direct from vendors. In today’s crowded B2B marketplace, buyers demand an easy, intuitive online buying experience that’s so good it feels like B2C. And if you can’t meet these demands, your competitors will.
Today’s seamless buying experience demands that businesses must enable a variety of self-service tasks. Buyers don’t want to have to look elsewhere for the information they need, and they don’t want to have to call a help line or sales rep to accomplish tasks on the website. Poise your business for growth with the following tactics:
• Quick order entry, without having to browse through the site.
• Rapid reordering from previous orders.
• Requisition lists for fast, frequent purchases.
• Wish lists (for B2C).
• Extensive online product information (manuals, installation guides, material safety data sheets, high-quality images, product reviews, etc.).
• Requesting a quote from the site (doesn’t require a call).
• Viewing credit balances, prior orders, and shipping information.
• Paying invoices online (requires ERP integration and some customization but is common).
Global brands are redefining the customer experience with Magento Commerce Cloud.
CakeSupplies serves audiences in 40 countries, allocating fewer resources to content-development efforts with a unified solution that can trigger the right catalog offers to various audiences demanding relevant content.
View CakeSupplies’ story
Australian Pharmaceutical Industries harnesses the power of unified commerce to effectively manage the complicated nature of having multiple sites and instances, all while ensuring the buyer receives an equally seamless experience.
View Australian Pharmaceutical Industries’ story
Intelligentsia Coffee centralizes commerce.
Intelligentsia Coffee sells direct to consumers via their website and offers retail-packaged products in upscale grocery stores, including Whole Foods and Pete’s Fresh Market. They also have a distribution channel for restaurants and a complex wholesale business that sells to chains and independent coffee shops across America.
The company unified their B2B and B2C commerce experiences to accomplish the following:
• Save time managing multiple catalogs.
• Reduce duplicative front-and-backend work.
• Serve up a mobile-optimized user experience.
Intelligentsia’s teams focused on creating a website that offered a seamless way for both B2B and B2C customers to order, configure, and add products to their cart all from the same screen — an especially important ask for their target audience of busy coffee shop and restaurant owners who order via smartphones.
Together with Magento Global Elite Solutions Partner Gorilla Group, Intelligentsia Coffee implemented a Quick Order option to enable faster ordering and reordering for business buyers. The company also implemented a subscription option, powered by Subscribe Pro, to enable customers to sign up for regular shipments. Using cut-off dates and times for special orders, customers can conveniently preorder seasonal or promotional products.
Magento helped to simplify Intelligentsia’s complex product catalog. Their House Blend alone sells in multiple sizes, generating as many as 60 variations. But Magento simplified this by making product options configurable. It also enabled Intelligentsia Coffee to maintain a single catalog across customer segments, while still allowing for customized pricing and product offerings. For example, Intelligentsia can create tiers of discounts based on purchase volume and carefully control which customers receive certain discounts. They can also ensure wholesale customers with reseller tax exemption certificates are not charged tax on their purchases.
The new site launched to rave reviews from Intelligentsia Coffee customers and employees. Content management tasks like adding new seasonal products and creating landing pages now take minutes. Additionally, the ability to provide customers with tracking information via their account and automated emails has reduced call volume, freeing the team to provide better support and coffee recommendations.
Overall, users found the site easy to use. It delivers an exceptional purchase experience for both consumer and business customers — in fact, 90 percent of their wholesale business is now managed through Magento.
Intelligentsia succeeds with Magento.
• On tablets alone, traffic rose by 16 percent.
• Transactions soared 40 percent.
• Conversion increased by 20 percent.
• Mobile sessions have increased 41 percent.
• Overall mobile conversion rose by 34 percent.
Delighting customers at every turn.
Companies are no longer competing only on price or products. Instead, they’re differentiating themselves with effortless and personalized experiences that build customer loyalty and sustained growth. Competing on experience means creating compelling interactions at every touchpoint and phase of the customer journey from first impressions to purchasing and fulfillment to ongoing support and engagement. Savvy and sophisticated businesses are tapping into the power of unified commerce to effectively compete on service and grow more efficiently.