Andrea Raab, Customer Service
+49 341 99 15 36 00
The digital self-service idea as a path to customer excellence
The internal and external digital structures of B2B companies have had to constantly evolve in recent years under the pressure of market and customer demands. The demands on digital services and performance have risen sharply. One way to meet these demands is the use of customer portals. Customer portals or Customer Experience Platforms (CX-Platforms) are digital contact points with a self-service concept.
Customer service includes FAQs as well as information such as order status, invoices, promotions, news and digital contact points to advisors. The customer portal acts as a digital interface between the customer and the salesperson at all points of the customer journey. The most important functions from webshop, sales, service and marketing flow together here. Companies that use customer portals create impressive advantages for themselves in customer communication and process optimisation.
B2B companies cannot ignore customer portals if they want to gain a clear advantage over competitors. However, such portals offer measurable improvements not only for the companies, but above all for their customers.
Via personal accounts, customers can centrally view, manage and optimise processes.
Routine tasks of employees are reduced in a targeted manner. This way, the focus can be directed towards acquisition and upselling.
Seeing all relevant data at a glance gives customers more control over their business.
Support your customers in their daily challenges with personalised content and offers.
The positive implications of a B2B customer portal are obvious. To ensure that the implementation is a complete success, we support you with strategic and technological expertise.
Which functions bring the greatest added value for the target group and the company? How can existing processes and systems be integrated? We support you in planning your project and work with you to develop the project scope, a project roadmap and find the right system.
We implement and integrate your B2B customer portal into your existing system landscape, ensure consistent data flow to ERP, CRM and other third-party systems, and create an excellent customer experience with a clear and consistent UI and UX.
Exploit the potential of your customer portal further and focus on innovation! We support you in the data-based further and new development of features and processes in your customer portal.
FÖRCH ist einer der führenden deutschen Anbieter von Produkten für Handwerk und Industrie. Mit einer profunden eCommerce-Strategie hat FÖRCH gemeinsam mit Smart Commerce einen modernen B2B Onlineshop mit Kundenportal und eine zukunftssichere eCommerce Architektur für das international agierende Geschäft aufgebaut. Erfahren Sie mehr über das Projekt und die fortlaufende Zusammenarbeit in unserer Successstory!
How FÖRCH as a wholesaler shapes everyday customer life with digital services / 06/13/2023 / 3:15 pm / World Class Business Leaders
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Phone Number:+49 341 99 15 36 00
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