What’s the current status of your B2B fulfillment system? You would probably answer that question along a spectrum, from “Couldn’t be better” to “We have to do something to fix it right now!” For most clients, the answer is somewhere near the middle, and would be phrased like, “I think things are okay, but I’m sure there are ways we could improve.”

If an independent researcher talked to your B2B customers directly, they might find that their view of your fulfillment system is closer to the low end of the scale. Why? 

Why Speak Up?

To answer that question, think about what happens when you are asked to write a review for a product or service you’ve purchased. Whether you’re conscious of it or not, one of your first considerations is probably what incentive you have to provide the review. If there’s a gift card or some sort of discount on future orders being offered, you’ll probably take the time to write a fairly detailed review. But if there’s no tangible benefit to you, are you as likely to review?

Now think of your B2B customer placing an order and then receiving it from you. If there was an issue or something they were not quite satisfied with, will they get in touch with you and let you know? Maybe, but they will go through the same thought process as you did when you were deciding whether to review that hotel reservation or e-commerce order. What will they really get by telling you what they thought of the B2B fulfillment process?

Proactive Steps Are Needed

The bottom line is that, in order to make sure your relationships with your B2B customers are as positive as possible, you can’t wait for them to speak up and tell you what they like, what they don’t like, and what they want to see changed. As busy as those folks are, you can’t expect them to volunteer to spend time reaching out to you and explaining what they want, especially when they’re not even sure that any of the changes they suggest would be implemented.

In fact, it’s even more complicated than that! Many times B2B customers wouldn’t be able to articulate what they want changed, because they lack the knowledge about the way the fulfillment process works that they would need to make those specific recommendations. They may have a vague impression, for example, that it’s difficult for them to find what they need on your online ordering portal, but beyond that, they wouldn’t be able to provide any more specifics.

The Value of an Expert Partner

To anticipate what would give your B2B customers the most positive fulfillment experience, you really need the help of a partner who understands how fulfillment works, and who can then assess your existing system and explain what needs to be done to take it to the next level. 

Spectra has decades of history to draw on in doing just that for your organization. Through partnerships with retailers, franchisors, OEMs, and clients in all sorts of other industries, we have gained a deep knowledge of what B2B customers in different fields value in fulfillment. As we review your situation, our expert project managers can pinpoint areas of friction that could be smoothed out with a more streamlined approach. We also know what questions to ask in order to get at specifics that neither you nor your B2B customers would be able to easily articulate otherwise.

The Benefits of Enhanced B2B Fulfillment

What will you get by going to all the trouble of figuring out what your B2B customers hate (or just want to see improved) and then making changes? It may sound like a lot of work, but with Spectra managing your fulfillment, you have a team of experts doing the work for you. 

The benefits are game-changing for our clients, to say the least. Having true fulfillment experts handle your B2B fulfillment means that your B2B customers get ease of use, efficiency, and lots of benefits that they never thought to expect, much less ask for. And guess who gets the credit and the increased profits? You do, as your customers trust you more, order more from you, and expand their ability to in turn serve their customers with more excellent products and services.

Some Examples

Concrete examples are always helpful! Here’s how Spectra helps clients make their B2B customers’ experience great.

• Reverse logistics offerings. Give your end users the ability to return materials that they realize they don’t need, and make it easy for them to send special event/seasonal collateral back to be restocked for later use. Spectra does the time-consuming, meticulous work of checking returned materials and refurbishing when necessary so that they’re ready for the next event.
• Curated offerings based on username. If your B2B end users fall into different categories, you can set your online storefront managed by Spectra to offer different individuals different sets of materials based on their needs. This helps those customers have a better user experience by only showing them materials that they have access to.
• Expert packaging. The way your materials are packed prior to shipping makes a big difference at the end of its journey. Particularly if some of your materials are delicate or have unusual handling requirements, they could be damaged during transit, costing you money and causing frustration for your customers.  Spectra’s team has the expertise in-house to make sure your materials consistently make it to the customer in good condition.

Serve Your B2B Customers With Excellence

Don’t wait for your B2B customers to speak up and tell you what they’re dissatisfied with! Let Spectra manage your inventory management and shipping, and you’ll always be sure that they are getting the best experience possible each time they place an order. You can get started by contacting us through our website and setting up an initial consultation with one of our third-party fulfillment experts.