distributor taking 60% of orders by phone, email, and fax [VERIFY profile]
Every phone and email order was re-keyed into the ERP by a customer service team of forty — a process transformation problem wearing an e-commerce costume. Errors crept in at entry, customers couldn't see stock or contract pricing, and the cost to serve small accounts made them barely profitable.
Customer service was repositioned, not eliminated — freed from re-keying, the team now manages accounts and exceptions. Customers migrated because the portal was better than the phone call, not because the phone was taken away.
Orders self-service within a year [VERIFY] Engagement figure
Order-entry errors [VERIFY] Engagement figure
ROI on the engagement Published
Cost-to-serve reduction potential on digital orders [TARGET] range
Forrester research on B2B commerce consistently finds self-service digital channels carry materially lower cost-to-serve and higher order accuracy than manual intake; the [TARGET] range is set within the lower-to-mid band of those findings.
