Customer loyalty is a concept that has become popular in recent years, due to its relevance for companies. Its importance is such that now many companies are looking for allies to help them formalize this concept in their operation to improve their eCommerce commercial strategy.

If your company is looking for customer loyalty, this article matters to you. You will learn about it with an Onibex practical case.

First… the definition

To achieve customer loyalty, we must first define what it is. In a nutshell, this concept refers to building long-term customers for a brand, so they have it as a purchasing reference.

Loyal customers value the quality and experience provided by the brand, even more than the price. For example, in an eCommerce this experience involves the entire process through which the customer went through, from the pre-sale stage to the post-sale.

How is the process to build customer loyalty?

In the case of Onibex, we understand this loyalty through the implementation of an eCommerce B2B 360. This means a complete SAP ERP (ECC and S/4 HANA) eCommerce integration where our clients’ buyers can choose products with various units of measure, always maintaining their commercial rules of weight, value, route, etc.

Through a Business Intelligence platform, we provide our clients with the ability to know in extreme detail who their buyers are, with purchase periods, demographics, or frequent requests they have. This way they offer what is required to have satisfied buyers.

We experienced a case study with a steel industry customer whose goal was to generate greater loyalty from their industry to their eCommerce B2B. To achieve this, they were building their own platform in-house, however, after 2 years of trying and testing, their work had not been formalized.

At this point, Onibex approached them with an opportunity to implement a proof of concept in 10 days. To accomplish this, they were offered this preliminary proof and a guarantee that their eCommerce can be integrated into their SAP in a maximum of 3 to 4 months.

The SMART Value of Onibex

One of the aspects that the client valued the most in this experience, besides the fast implementation, was the clear and sustained delimitation of the platform’s scope, as well as its usability in their processes. This means that it was not a pre-packaged solution, but one that adapts to their needs.

For this, they integrated our SMART solution, which is a predictive customer management tool that adds Artificial Intelligence to an eCommerce; all integrated to SAP. It adapts and learns to provide the best experience for each user or audience, even adapting to issues such as price fluctuations in the steel market.

This operation, known as Customer Intelligence, tracks processes individually and generates reports for efficient decision-making, and empowers the sales force to have intelligent commercial communication with each customer.

By having all this ecosystem installed, each user using eCommerce with Onibex solutions will feel that their requirements are captured at the moment, and even as a follow-up, they can share information with B2B buyers, such as delivery dates and current status of the order, keeping SAP logistics operations.

That is the secret of good customer loyalty, through the best business solutions for eCommerce, which can even positively boost sales.

If you want to learn more about customer loyalty and how our platform works in your specific business, contact us, and you will receive a proof of concept, free of charge.