Leveraging D365 Commerce to Address B2B Boardroom Priorities
In the ever-evolving landscape of business, certain priorities consistently make their way to the forefront of B2B boardroom discussions. Over the past few years, these priorities have become even more pronounced. Interestingly, while commerce might not be explicitly mentioned in these discussions, it serves as a powerful solution to address many of these boardroom challenges. Commerce solutions, particularly Microsoft’s D365 Commerce, can effectively address various industry challenges and priorities.
Let’s delve into how a strategic implementation of D365 Commerce can effectively tackle these priorities and transform businesses:
1. Self-Service and Commerce:
Commerce solutions facilitate self-service portals, particularly beneficial in industries like professional services and government. These portals enable customers to interact and transact within a unified platform, enhancing convenience and efficiency.
2. AI Integration and Roadmap Considerations:
While some B2B companies may not immediately adopt AI, it’s crucial to consider its future role in digital transformation. Integrating AI into existing roadmaps ensures investment protection while preparing for its growing significance.
3. Operations Streamlining with Commerce:
Commerce solutions, exemplified by D365 Commerce, streamline daily operations across industries such as manufacturing. By managing online orders and automating processes, Commerce enhances operational efficiency.
4. Driving New Revenue through Commerce:
Commerce solutions present opportunities to drive new business, as demonstrated by retailers expanding product lines and creating microsites. Coupled with content marketing, this approach boosts customer engagement and revenue growth.
Industry-Specific Applications
Applying Commerce as a strategy to target specific industry needs opens up a myriad of opportunities. In manufacturing, it’s about operational visibility, streamlining processes across multiple business units. For governments, it’s centralizing services and providing citizens with a unified platform for transactions. Healthcare emphasizes patient engagement, while financial services benefit from self-service portals. Automotive focuses on product fitment, and beverage and cannabis industries prioritize regulation and enforcement.
Exploring Industry-Specific Use Cases
Here are a few industry-specific use cases to understand how D365 Commerce can address unique challenges:
Store Commerce App for Manufacturing:
In the context of manufacturing, the discussion focuses on leveraging the Store Commerce App to enhance the buying experience for third-party vendors, using a window manufacturer’s showroom as an example. The manufacturer’s showroom, accessible exclusively to vendors, serves as a hub where the sales team utilizes the Store Commerce App across various devices such as tablets, desktop workstations, or self-serve kiosks.
The sales team harnesses the capabilities of the Store Commerce App to streamline vendor interactions. They can create vendor profiles and tailor pricing and promotions based on factors like order volume or trade agreements. During the selection process, vendors can opt for wholesale ordering or request custom quotes, facilitated in real-time by the sales team. Additionally, access to inventory management features enables the team to provide accurate stock information and communicate lead times effectively. Furthermore, AI-driven product recommendations empower the sales team to upsell or introduce vendors to new and relevant product lines, thereby optimizing sales opportunities within the showroom environment.
Self-Service Portal for B2B Retail:
In this case study, a headless commerce approach with a Customer Engagement (CE) integration was implemented to address the client’s need to modernize their sales processes without altering their legacy ERP system used for manufacturing. The CE platform offered various sales functionalities, yet lacked the capability to seamlessly transact with customers while providing an intuitive portal for order approvals, graphics, and document management. This deficiency highlighted the essence of Commerce as the convergence of transactions and interactions, showcasing the importance of seamless integration for a unified view of customer data across sales, marketing, and supply chain functions.
By implementing this headless commerce approach with CE integration, the client was able to enhance customer experiences through personalized interactions based on purchase history and order approvals. This resulted in faster approval cycles, reduced administrative burdens, improved customer satisfaction, and expedited sales closure. The case study exemplified how leveraging modern commerce solutions can bridge the gap between transactional efficiency and customer engagement, ultimately driving tangible benefits for both the client and their customers.
Field Sales for B2B Beverage:
In this scenario, the focus is on the challenges and opportunities within the beverage industry, characterized by significant regulatory and compliance barriers. The example revolves around a Beverage distributor catering to independently owned stores, restaurants, and bars. By integrating Field Sales and Commerce solutions, the distributor can empower field teams to enhance customer experiences and unlock new revenue streams.
Field teams equipped with access to customer accounts can seamlessly navigate custom pricing, promotions, and eligibility criteria, particularly crucial in beverage sales due to location-specific regulations or trade agreements. During customer visits or deliveries, the field teams can create orders on-site or add products to existing orders, leveraging Commerce to facilitate in-person payments, including credit card transactions or physical checks. This integrated approach not only grants the field teams access to the full product catalog but also provides a comprehensive 360-degree view of the customer, including their order history and preferences. Furthermore, AI-powered product recommendations can assist in tailoring custom quotes relevant to the buyer’s needs, thereby optimizing sales opportunities and fostering stronger customer relationships.
E-commerce for B2B Retail:
In response to the rapid pace of modern business, digital transformation has become imperative. Our customer recognized this early and strategically embraced Microsoft Cloud’s capabilities. Operating across diverse business units, each with distinct challenges and opportunities, they adopted a Commerce First strategy. This approach enabled them to initiate commerce initiatives without the need for a fully scaled ERP project.
In parts distribution, the client was able to utilize inventory management, order processing and supply chain optimization. The client was also able to seamlessly integrate ERP systems and automated replenishment with distribution partners. Moreover, the client was able to have enhanced visibility and control over parts inventory and improvements in customer satisfaction.
In safety training the client was able to leverage Microsoft teams for virtual training sessions and collaboration among employees. Moreover, clients are able to customize training modules delivered through SharePoint, ensuring consistent and standardized safety practices across business units.
In repairs and service, the client was able to use Azure IoT for predictive maintenance. The client was able to sell a part on a job site while providing a 360-degree view of customer, repair and transaction.
Addressing B2B Commerce Priorities
In each of these use cases, three core B2B Commerce priorities are being addressed:
- 1. Client Engagement: Commerce facilitates meaningful interactions with clients through digital channels, fostering stronger relationships.
- 2. Transacting with Ease: By providing B2B customers with access to accounts, information, and personalized experiences, Commerce simplifies the transaction process.
- 3. Driving New Revenue: Empowering field sales with digital tools, such as digital catalogs and clienteling, opens up new revenue streams and enhances overall profitability.
Conclusion
As businesses navigate the complex landscape of modern commerce, addressing B2B boardroom priorities requires innovative solutions. Leveraging D365 Commerce not only streamlines operations but also enhances customer experiences and drives sustainable growth. By understanding industry-specific challenges and implementing tailored solutions, businesses can unlock their full potential and stay ahead in today’s competitive market.