Orders Management: Technology's Impact on Key Stakeholders

Monica Orrigo
May 5, 2015

As we outlined in our Sales Order Management FAQs post, sales order management software can be defined as “a comprehensive order management solution that includes mobile order writing, web order management, B2B eCommerce, and the ability to integrate with your back office systems.” If you’ve been around the block on our blog, or you’ve done your research about sales order management software in general, you may already have a pretty good idea of the solution’s benefits. You may also be thinking that it’s your sales reps who will experience the greatest impact. After all, they’re the people who are meeting face-to-face with your customers and closing actual sales. But the effects of more efficient orders management don’t stop at the end of a trade show or store visit. Let’s take a look at the ways mobile order writing, web order management, and B2B eCommerce can have a positive impact on a wide swath of people in your organization.

Orders Management: The Impact on Key Stakeholders

1. Sales Reps:

We’ll start with the most obvious of the group. With the ability to have your products, customer directory, customer-specific pricing, and other useful information stored in their mobile devices, sales reps can finally write orders more efficiently on the go, even when they’re offline. They can easily upsell by quickly browsing through the digital catalog, and offer strategic insights to their retail customers with the help of updated inventory data and customer order history. They can write orders even when they’re offline, and because they no longer have to fumble with paper order forms, product catalogs, and samples, they have more time to concentrate on having more consultative conversations with customers. The B2B eCommerce portal also allows retailers to place quick reorders at their convenience, so that sales reps can concentrate on becoming more of a strategic partner, rather than just a simple “order taker.” The best part? All orders sync directly to the back office, and they no longer have to take the time after a busy day to fax, email, or re-enter orders.

2. Customer Service Staff:

If your customer service team is looking more like a data entry team, software for orders management can turn things around. Because, as we mentioned above, orders are synced directly with your ERP, there’s no longer a need for your customer service team to do the boring, tedious work of typing SKUs and quantities into the computer. What this ultimately means is that they have more time to actually service your customers, by not just fielding incoming calls and putting out fires, but also by taking a more proactive approach to customer service––reaching out to retailers to make sure shipments arrived on time and in order, for instance. This kind of attention to detail and personalized service can increase your customer lifetime value and yield big dividends in the long run.

3. The IT Team:

For the IT team, implementing a robust, simple sales order management solution means not only solving the problems faced by the people in your organization, but also playing a bigger role in driving sales for the company and propelling the business forward. Having access to data, compiling useful reports, and making sure that technology is empowering sales reps and customer service teams to put their best feet forward with customers means adding more value to the organization.

4. The Marketing Team:

The marketing team will have the chance to be more connected to your retailers than ever before. By implementing an online B2B eCommerce portal, the brand will have a central hub that retailers can access any time. Marketing teams at wholesale brands will, in other words, have a direct line of communication with your retail customers. This opens up endless opportunities to offer promotions, launch new products, and provide product education. Marketers will be able to post product videos or demos, literature/marketing collateral, and other resources on the B2B site. Essentially, marketers at wholesale brands will be able to communicate with their B2B customers in ways similar to how B2C brands communicate with end consumers.

5. Warehouse/Logistics:

For your warehouse staff, picking, packing, and shipping will become much easier when sales reps have access to inventory data. By allowing sales reps to sell more strategically, and suggest alternatives to products that may be out of stock, your warehouses will ultimately have fewer backorders to deal with. Likewise, because orders are synced automatically (and sales reps no longer flood orders in at the end of a long week), warehouse staff will be able to ship products much faster, on a steady rolling basis. While sales order management is designed to give both sales reps and your buyers a modern ordering experience, the technology can have much broader implications for your organization as a whole. With this technology at your fingertips, your entire business will be running more smoothly than ever.