eCommerce CRM and Business-to-Business (B2B)

Online retailers must have a comprehensive Customer Management strategy that helps drive repeat sales. This starts by ensuring the Customer's buying experience was optimal, managing any and all Customer Service issues promptly. The next step is staying current and relevant with your Customers to incent future business. OrderDynamics provides a powerful Customer Relationship Management (CRM) system that leverages the vast amount of Customer information available in your database. For Business-to-Business (B2B) requirements, OrderDynamics includes features such as Customer Levels, Pricing Levels, and Branded B2B portals.

OrderDynamics provides flexible integration options to ensure the eCommerce platform is tightly integrated with back office systems

Customer Care

OrderDynamics includes a call center interface to manage telephone & online sales. Orders can be placed into the system by a Customer Service Agent or automated interactive voice response system, and can look up a previously saved Shopping Cart or Wish List when the Customer calls in. The Call Center can have different pricing and promotions to facilitate B2C and B2B sales initiatives. Management staff can be granted the ability to override pricing and other areas of the system and have detailed metrics on Customer Service Agent activity.

In addition, a built-in Case Management system handles all Customer Service Requests which are also mapped directly to a Customer's account. OrderDynamics has a rules-based Case generation engine that automatically creates Cases related to Customer or System events such as a "Failed Order" or “PayPal Abandoned Orders.”


Business-to-Business (B2B)

To manage your B2B requirements, OrderDynamics provides two different mechanisms including Customer Recognition and Full Branded Separate B2B eStores. Customer Recognition is best suited to online retailers who prefer their business customers to login directly through their branded website. Upon login (or in-browser return recognition such as a cookie), the Customer is identified allowing them to view the status of their account and shop for products. Customer levels provide pricing flexibility and allow for volume orders and payment on account through terms. The online retailer can control the visibility of products to Customers based on B2C and B2B settings and business customers have the ability to pay using authorized and configurable payment terms. In addition, B2B promotions can be configured providing different frontend merchandising presentation based on Customer level.

Fully Branded B2B eStores provide all features of an OrderDynamics eStore and are best suited to online retailers who want to perform their B2B activities through a different branded website. This may also include the ability to require a login to view products.


eCommerce CRM and B2B Features:

  • Personalization and “frontend” website merchandising and presentation
  • Centralized Customer Database with complete account History
  • Quickly find Customers by name, products, demographic data, and more
  • Call Center specific promotions & manager over-rides
  • Saved Cart Look-Up for Customer Service Agents to complete sale
  • Case delegation to Customer Service Agents
  • Multiple B2B features and options to suit needs
  • Customer Case Manager to manage requests
  • Business customer login and account status
  • Customer levels facilitates pricing, product displays, bulk discounts
  • Merchandising controls for B2B customers and promotions
  • Separate “login only” B2B eStores for different line of business
  • Alternative payment options for B2B i.e. "bill to account"
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