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B2B portals in customer service: The true single point of truth
Digitalisation is revolutionising the way companies interact with their customers. Particularly in the area of B2B communication, modern business portals in customer service are opening up enormous opportunities to sustainably strengthen business relationships and take customer loyalty to a new level.
In an expert talk, Yanik Kurzawski, SAP Consultant at FIS in the Service division, and Adrian Stern, Senior UX Designer at Medienwerft, shed light on how innovative B2B portals act as a central single point of truth, what advantages they offer and what challenges need to be overcome during implementation.
What is a B2B portal and why is it so important?
A B2B portal is a digital platform that connects companies with their customers, partners or suppliers in order to centralise product orders, service offers, support and interactions. Such business portals bundle data from different sources such as ERP systems, CRM, TRM or service solutions and offer a standardised interface that provides users with a complete overview of contracts, services, availability and more.
The FIS Group is a guest at the KVD Online Expert Forum
The KVD (Kundendienst-Verband Deutschland e.V.) is Germany’s leading professional association for specialists and managers in technical service and plays a central role as a contact point for all topics relating to service. In an expert talk, Adrian Stern and Yanik Kurzawaki will explain the importance of B2B portals and their influence on the customer experience in the B2B sector.
Due to the influence of B2C services – as we know from Amazon or banking apps – users have become accustomed to fast and intuitive self-service offerings. B2B customers also expect the same digital conveniences; cumbersome telephone hotlines or email processes are simply no longer up to date.
Find out in this webinar:
- The advantages of a B2B portal from customer’s perspective
- Why companies also benefit from a B2B portal
- Challenges when introducing a business portal
- User-centred design: the key to success
- Technical processes behind the B2B portal
- Artificial intelligence as a future driver in the B2B portal
Conclusion:
In the digital age, business portals are no longer a trend, but an essential infrastructure for remaining competitive, especially in the B2B sector. 90% of B2B buyers research online before making a purchase, and 70% of decision-makers are millennials who are used to intuitive self-service offerings. Expectations of fast, uncomplicated and personalised digital experiences are constantly increasing – cumbersome telephone hotlines or lengthy email processes are no longer in keeping with the times.
Of course, there are technical and organisational challenges to overcome. But with a clear strategy, well thought-out technical implementation and agile project management, companies can benefit from the advantages of a modern B2B portal in the long term – and turn their customers into satisfied, loyal partners.
Frequently asked questions about B2B portals
A B2B portal is an online platform on which companies can communicate with their B2B customers, manage products and provide various services as part of customer service.
Extended reach: Companies can find new partners globally.
Time and cost savings: Automated processes make ordering and invoicing easier for B2B customers.
Better collaboration: All parties are connected on one platform.
Centralised data: Real-time data helps you make better decisions.
No, a B2B software is an application for managing business processes, while a B2B portal is a platform for exchange between companies and B2B customers.
It is important that modern B2B portals can be seamlessly connected to various services such as a B2B platform, PIM, search, AI applications and many other solutions in order to remain future-proof and competitive.
