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Remote working is the new normal at least for the foreseeable future. In the absence of physical engagement, the ability for customers to be able to engage and transact online is critical to business continuity. Rather than viewing the current crisis as a hiatus in inter-company engagement, business leaders should rather…

Rethink how customers interact and transact with your business:

Problem:

In today’s digitally enabled world and irrespective of the current operating environment, customers expect to be able to engage via a digital touchpoint. Customers value transparency and access to their information, their assets details, their financial information and their ability to control who buys what internally. In their engagement with you they expect to have real time, always-on access to accurate information and visibility over their issues and requests.

The current crisis highlights the need for this level of customer self-service.

Solution:

There is no better time for CIOs to consider platform solutions that provide high levels of customer control and self-service. If we learn little else from the current crisis, it’s that a manual, hands-on or physical approach to the sales process is all but redundant. Providing customers with a digital touchpoint to transact and engage helps them to get what they need in a way that is for more convenient and controllable.

Providing customers with a digital touchpoint to transact and engage helps them to get what they need

Digitized customer platforms provide end-customers with a unique white-labelled e-commerce marketplace that is maintained via a global catalogue or product book that facilitates management and global updating. An online marketplace also provides a great selling environment giving your customers full visibility of your products and services within their private environment. Digitized customer platforms also enable your customers to access their asset information at any time, taking some of the pressure off sales teams.

Enabling customers to have access to their financial information is vital and access should be as intuitive as possible. Via a simple email link, they should be able to access a platform and view specific quotes that they can approve, deny or request a change. This enables a clear audit trail and automates the sales workflow.

Even in a time of crisis, the correct approval and payment protocols need to be adhered to.

Enabling customers to have real time access to their quotes and invoices is a requirement for enabling your customer to self-service. Customers should be able to auto-login into the system where they can select to approve, deny or request a change to their quote or invoice. They should have an overview of invoice and quote status i.e. if they have been approved, processed or completed.

Even in a time of crisis, the correct approval and payment protocols need to be adhered to. Tiered delegation of authority matrices ensure that the right approval is granted to the right user, in the correct business unit and for the correct amount. A digitized customer platform provides the ability for the user to check out and pay via the marketplace, or directly from invoice.

About ChannelCenter:

ChannelCenter helps enterprise resellers digitize their channel operations by offering them an automated, cloud-based channel solution that allows their customers to seamlessly interact and transact through a single platform.

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