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placed a large order with a telecom firm

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ravitejafe

One thing that emerged from the roundtable that was new (and fascinating) to me, was the concept of order management for B2B customers. Just as many of us during lockdown have become accustomed to ordering items and eagerly awaiting their arrival, it can be an anxious wait for business customers who have placed a large order with a telecom firm.

For example, if a bank orders a batch of phones for employees, it needs to know when they are arriving, what set-up they require and what support is available. So, the concept of order management, where smart systems are used to catalogue and communicate the progress of an order to customers, is becoming increasingly welcome.

A simple automated message that updates the customer on their order status is both reassuring and practical, allowing them to make the necessary arrangements to receive and process the delivery, thus giving the customer a great experience.

The consumerisation of B2B
It was this last point that led us to discuss another topic that is close to my heart and becoming increasingly debated among telecom professionals. Personalisation and automation have, for a while, played a major part in consumer customer service–. They should in the B2B world, too.

Taking the order management example mentioned above, as consumers we know we can expect similar order updates from retailers and delivery drivers. Food delivery services have become extremely creative in this regard; for example, offering an animated diagram depicting whether your order is being prepared or cooked or is already out for delivery. This level of personalisation and innovation brings a sense of joy and anticipation to the ordering process.

More info: technical recruiter

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