The accelerating digital transformation has also led to rapid choices regarding B2B e-commerce software, which in the past has been shown to not always meet the needs. The poorly chosen program has damaged the relationship between IT and business, according to “IT Leaders’ View on Business-to-Business E-Commerce 22/23”. Order errors, lack of B2B features, and low customer adoption are cited as major factors harming customer and business relationships. The survey also highlights the key role of IT executives in choosing a B2B e-commerce solution.
Businesses are putting pressure on IT
What starts out as a bad decision can become a bigger problem because customers are less satisfied with a B2B web store. Once the online store is completely or partially disrupted or does not meet expectations, the orders are likely to be at risk. Anytime a B2B e-commerce solution fails, it is critical to a business, and this is becoming more and more urgent with the increase in online sales. As a result, sales teams and customers are putting pressure on IT to come up with a quick solution. Companies expect IT to be responsible for the reliability of the software. If not, the IT department will be to blame.
This is the case, for example, with order errors. This is a major inconvenience to customers and reduces the likelihood of repeat orders. When a customer receives a wrong order because the data is incorrect in the B2B e-commerce solution, the company will immediately look to the IT department. At least 1 in 4 tickets submitted to the IT department are the result of application errors.
Sapio Research, commissioned by SANA Commerce, asked leaders and IT professionals around the world about the challenges they face with B2B e-commerce solutions. This shows how frustrating IT is: Only 16 percent are satisfied with their current B2B e-commerce solution. Also, 67 percent of IT executives report that low adoption of online stores has hurt their relationship with the company.
IT frustration continues to rise due to the main reasons why customers are not using the web store as planned or hoped. In the top three, outdated web store design (40 percent), poor user experience (37 percent) and a lack of B2B functionality such as sales agreements and order forms (37 percent): things that actually happen in principle during the selection process can Exclude a B2B e-commerce solution.
“The impact of a poorly chosen B2B e-commerce solution on an IT department is huge and ultimately has an impact on the bottom line. Add to that the constant pressure of maintenance issues that consume more than 41 percent of an IT department’s time, and it’s no wonder that IT executives The information is frustrated,” said Arno Hamm, CPO at SANA Commerce. “The results of our research are clear: IT leaders must play a key role in organizations when it comes to choosing the right B2B e-commerce solution. Their vision of a technology-led future is important because they can directly influence business goals.”
The survey was conducted on behalf of SANA Commerce by independent market research firm Sabio. The sample included more than 1,000 IT leaders and professionals around the world who currently have a B2B e-commerce solution implemented within their company. The study “IT Leaders’ Expectations of B2B E-Commerce 22/23” is part of a series. Download the second report here.
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