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Customers Want a Better Experience. Enter: Unified Commerce

Key Takeaways

• Unified commerce integrates all channels into a centralized system for real-time synchronization, providing a seamless and exceptional customer experience.

• Implementing unified commerce reduces employee training time and improves operational efficiency, leading to increased customer satisfaction and loyalty.

• Unified commerce offers significant business benefits, including lower total cost of ownership (TCO), increased sales and margins, and enhanced business process agility.

This research paper by Dean Mueller at Distribution Strategy Group is a result of multiple conversations with distributors, DataXstream’s OMS+ customers, and analysts to understand market trends, where the market is heading and how to future-proof sales processes. What is Omnichannel? What is Unified Commerce and how do these elements effect distributors, their customers, and sales revenue.

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This research paper by Dean Mueller at Distribution Strategy Group is a result of multiple conversations with distributors, DataXstream’s OMS+ customers, and analysts to understand market trends, where the market is heading and how to future-proof sales processes. What is Omnichannel? What is Unified Commerce and how do these elements effect distributors, their customers, and sales revenue.

Given the changes that have occurred due to COVID, B2B distributors actively sought other ways to expand their customer touchpoints, including more reliance on digital channels, whose use were accelerated due to the pandemic.

But the reality is it isn’t purely a shift to digital. Customers are using more channels than ever to shop and buy products. A recent McKinsey study indicates that B2B buyers now use 10 or more channels versus just five in 2016. The B2B customer journey is often complex and multi-dimensional. The first step is to understand how your customers interact with a distributor.

Explore related questions

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what is this?

B2B buyers expect a supplier to provide the same experience regardless of how and where they interact. That means that all information, pricing, product availability, etc. must be consistent regardless of if a customer calls a supplier by phone, visits a store/ branch, or goes online. Furthermore, the information presented is real time, with current pricing and availability. To do this, distributors need unified commerce. Before we continue, let’s dive into an explanation of unified commerce and omnichannel and
how they are different.

What is unified commerce, and how is it different from multichannel and omnichannel?

 

Download the Whitepaper Here

 

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