Done correctly, eB2B (Business-to-Business E-Commerce) platforms can potentially improve the experience and economics of most value chain players. While digitalization continues to sweep the world and the marketplace, nowhere is this dynamic showing up with more impact than in fragmented retail (independent small grocers and retailers, restaurants, and bars). With options such as online ordering and delivery, the B2C model has been fundamentally reshaped. That said, a similar impact is yet to be seen on the B2B aspect of this value chain, which includes everything from the consumer-goods manufacturer to the distributor and wholesaler to the retailer. This section of the journey has remained relatively untouched for decades.
That’s about to change. With a market share of $2.8 trillion globally, fragmented retail is ready for an eB2B transformation, which will involve portals and platforms to replace the in-person model. This might include specifics like cheaper last-mile delivery economics, improved supplier-retailer relationships, implementation of technological applications and advanced data collection for suppliers. And while the costs of operating bricks and mortar businesses are skyrocketing, the upgrades related to more aesthetically pleasing retail environments, competitive prices, delivery options, fresher stock, and a wider variety of services promise to offset these challenges and meet heightened consumer expectations.
Let’s look at some of the strategies employed by newer eB2B operators. They will focus on solutions that solve customer pain points, as well as help in the development of the digital maturity of retailers. The new eB2B platforms will only succeed through offering enhanced delivery experiences to stores, giving retailers access to supplier-provided offers and promotions. These digital players will need to find a viable, profitable path in order to connect with retail. This might include partnering with (or acquiring) local distributors, treating CPGs (Consumer Packaged Goods) as partners rather than suppliers, and rolling out additional products beyond consumer goods – for example, financial products and services, or the sale of digital goods such as phones.
Already established companies such as C&C operators, distributors, and wholesalers can begin their eB2B journey from a position of strength: in most cases, these operations will have existing goods and relationships with suppliers, along with infrastructure. These retail players can optimize their position by developing unique, customer-backed value propositions, increasing their assortment of online goods, scaling up exceptional delivery options, and opening the marketplace to other sellers via a dropship model.
Opportunities are abundant. Agile, well-planned eB2B platforms will fundamentally reinvent trade, reduce costs across the value chain, increase the availability of products and harness the power of data analytics for fragmented retailers. Sustainable growth is at hand.
So how can BPO outsourcing companies like Anexa impact your brand’s ability to harness the critical opportunities that lead to sustainable growth? Anexa is a veteran in the outsourcing industry, with an exceptionally skilled workforce of bilingual agents who recognize the importance of customer experience in 2022 and specialize in delivering just that. Our specialists are trained to represent YOUR brand in an authentic, results-driven way. Anexa’s intake process is rigorous and standardized, ensuring that our employees bring your company its best chance for success, no matter which areas they manage – customer service, inbound and outbound sales, lead generation, tech support – they have your company’s back. And e-commerce? We were made for that.
If you’re focusing on the challenges involved with the integration of eB2B processes, consider the role that Anexa can play as an outsourcing partner. Contact Anexa today to see how we can support all of your customer-centric activities.