Cultivating B2B Customer Experience Excellence

I love that many brands are trying to get and keep my business by offering exceptional customer experiences. Consistent messaging, mobile applications, creating transactional experiences that are simple or even fun, and immediate access to effective support are just some of the things that make doing business with great companies stand out from the rest.

Outstanding customer experiences are just as important in B2B as they are in B2C relationships. With competitors around the corner and around the globe all fighting for their share of customer spend, it’s important to be able to stand out from the pack. In the apparel industry brand power can be a big influence on the products retail customers buy, but when your competitors offer similar products, it is crucial to ensure that dealing with your brand is as easy and rewarding as possible.

Decades of working with fashion wholesalers showed Momentis the importance of customer experience for our clients’ success, so for over 15 years we have offered web-based tools to let their customers browse, shop, and access valuable information when they need it. The latest iteration of the Customer Web App takes this to a whole new level.

Brands can now share customer specific catalogues with their customers.  Style images, descriptions and romance copy give it an ecommerce feel, but being tied to the main Momentis ERP gives B2B customers added benefits: They can see customer specific pricing, their discounts, live inventory levels, ETA dates for future shipments, and even suggested orders from their sales reps, before placing their orders anytime from anywhere in the world. Instead of having to call customer service to get information on their outstanding orders, with a click of a button customers can see the status of all current and historical orders, allocation and pick statuses by style, color and size, tracking numbers for shipped items, and access invoices.

All of these tasks have traditionally been handled by customer service staff, and they still can be (many people still like the human touch), but some customers appreciate being able to conduct business on their schedule, at their pace; even if that’s midnight on a Thursday from their bathtub. I know I do.

 

ABOUT MOMENTIS

The Momentis Fashion ERP System was developed uniquely for fashion, apparel, footwear and accessory brands, wholesalers and distributors.  Momentis automates and streamlines processes from design to delivery – Product Lifecycle Management, Sourcing & Logistics, Inventory Management, Warehouse Management, Order Management and Financials – and integrates seamlessly with leading B2C, 3PL, POS and other 3rd parties using EDI and APIs. Momentis’ Business Intelligence, Alerts and Reports make sure that the right people have the information they need when they need it.