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Is Your Tech Stack Holding You Back?
B2B distributors can’t afford inefficiencies, yet many rely on outdated, disconnected systems that slow operations, frustrate customers, and drain revenue. Picture customers struggling with orders due to inaccurate inventory, sales reps buried in manual quoting, and support teams overwhelmed by routine inquiries. A modern tech stack streamlines workflows and enhances the buying experience, while failing to upgrade leads to lost sales, higher costs, and churn.
In this blog, we’ll uncover the hidden costs of a poor tech stack and how the right technology fuels growth, profitability, and loyalty. If this is a burning topic for you, join the upcoming webinar from Distribution Strategy Group: Is Your Tech Stack Helping or Hurting Your Business?
The hidden costs of outdated systems
Slower order processing and lost sales
Without an integrated ERP and ecommerce platform, inventory inaccuracies lead to stockouts, backorders, and lost customers. Manual order processing slows down fulfillment, causing delays that send buyers to competitors.
Cost impact: Increased abandoned carts, fewer repeat purchases, and potential revenue loss from frustrated buyers.
High operational costs and wasted resources
Distributors managing orders, customer service, and invoicing manually waste valuable time on repetitive tasks that could be automated with self-service portals, payment automation, and warehouse management tools.
Cost impact: Increased labor costs, inefficient workflows, and slower cash flow due to delays in invoicing and payment collection.
Poor customer experience and churn
Today’s buyers expect real-time order tracking, personalized recommendations, and fast support—capabilities only possible with a well-integrated CRM, analytics tools, and marketing automation. Without them, customers experience slow service, inaccurate information, and a lack of engagement, leading to high churn rates.
Cost impact: Lost customer loyalty, declining repeat business, and lower lifetime customer value.
Disjointed pricing and quoting hurts margins
Sales teams struggle to provide accurate, competitive quotes without dynamic pricing and quoting tools. Manual calculations lead to pricing errors that either cut into margins or result in lost deals.
Cost impact: Pricing inefficiencies that eat into profitability and make it harder to compete.
Shipping delays and increased logistics costs
Distributors struggle to optimize delivery routes, compare carrier rates, and track shipments without automated shipping and logistics tools. This leads to higher shipping costs and late deliveries that damage customer trust.
Cost impact: Increased freight expenses, late penalties, and lost customers due to unreliable service.
How a dream tech stack creates an ideal customer experience
A dream tech stack works seamlessly behind the scenes to deliver a smooth, personalized, and efficient experience at every touchpoint in the B2B buyer's journey. From marketing promotions to order fulfillment and post-sale engagement, every system integrates to provide exceptional service and proactive customer support.
A day in the life of a B2B buyer on a distributor’s dream tech stack
Morning:
The buyer checks their inbox and finds a personalized email from the distributor, showcasing discounts on products they frequently order. The email feels tailored to the buyer’s needs, increasing engagement and trust.
Tech Stack Role:
- Marketing Automation Tool: Automates segmentation and sends personalized emails based on purchase history.
- Analytics Tool: Identifies customer trends to optimize email content.
Mid-Morning:
The buyer clicks on the email link and is taken to the distributor's ecommerce platform. They browse a user-friendly catalog, check product availability in real time, see their contract pricing, and start adding items to their cart. The buyer finds what they need quickly and feels confident about stock availability and pricing.
Tech Stack Role:
- Ecommerce Platform: Provides a modern, mobile-friendly interface with advanced filtering, dynamic pricing, and real-time inventory updates.
- ERP Integration: Ensures accurate inventory levels and customer-specific pricing.
Late morning:
The buyer gets pulled into a meeting and forgets to complete the purchase. An abandoned cart email is sent a couple of hours later, reminding them to return and complete the order.
Tech Stack Role:
- Ecommerce Platform: Automatically triggers abandoned cart reminders based on ecommerce data.
- CRM: Tracks the cart status and adds it as a lead opportunity for the sales team.
Early afternoon:
After receiving the reminder, the buyer logs back in, reviews their cart, and completes the order with an integrated payment option like ACH or credit card. The checkout process is fast, intuitive, and secure, leaving the buyer satisfied.
Tech Stack Role:
- Ecommerce Platform: Offers seamless checkout and integrated payment processing.
- AR Automation Tool: Automatically reconciles payments and updates the ERP in real time.
- CRM: Records the order and updates the buyer's profile.
Next day:
The buyer receives their order the next day, right on time, with an email notification confirming delivery.
Tech Stack Role:
- Warehouse Management System: Optimizes order picking, packing, and shipping.
- Logistics Tool: Tracks shipment status and sends updates to the buyer.
- ERP Integration: Syncs fulfillment and shipping data.
Post-purchase:
The distributor’s sales rep gets notified in their CRM about the completed order and follows up with the buyer to discuss additional needs or cross-sell opportunities. The buyer feels valued and supported, with proactive outreach that aligns with their needs.
Tech Stack Role:
- CRM: Triggers an opportunity notification for the sales team.
- Analytics Tool: Suggests relevant products based on the buyer’s recent order.
Is your tech stack helping or hurting your business?
Join us for The Distributor’s Technology Dream Stack webinar with Distribution Strategy Group on Feb. 12, 2025, at 9 a.m. PT/noon ET to discover the tools that can transform your operations, boost efficiency, and drive profitability.
What You’ll Learn:
- The must-have technologies for a modern, scalable distribution business
- How to integrate CRM, ecommerce, and automation tools for max ROI
- Success stories from distributors who leveled up their tech stack
Register for the webinar
Don't let outdated tech hold you back - discover the must have tools for success!
Product & Industry Marketing Manager
Lauren Campion is an accomplished Global Industry and Product Marketing Manager. With in-depth knowledge of ECI products, customers, markets, and competitors, she crafts compelling content for effective market communication. Her overarching goal is to optimize product adoption and profitability for ECI software solutions. Lauren's dedication to customer-centric strategies ensures ECI's continued success in delivering exceptional solutions to businesses worldwide.
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