Crafting B2C-Like UX in the Enterprise Software World

Quick post takeaways. Today, enterprise-grade software is delivering B2C-like UX by:

Delivering Greater Business Value

• Modern enterprise buyers are tech-savvy. They demand experiences similar to those in their personal lives, enabling enhanced CX/UX or reduced costs.?

Enhancing Overall Logistics Experience

• Tracking inbound and outbound shipments in real-time and accessing accurate ETAs
• Using AI-powered predictive analytics to transition from reactive to proactive supply chains
• Predicting and addressing failures to mitigate the impact on customer experience

Reducing Logistics Costs Impacting The Bottom Line?

• Using AI to ensure load optimization and route planning to automate dispatching
• Enabling seamless digital payment reconciliations by eliminating dependencies on Excels
• Lowering costs by auto-selecting preferred logistics vendors and vehicles?
• Enhancing installation/service experience post-product delivery via on demand technician allocation and live tracking

The human element is critical while building B2B software. Today, individual users in enterprises are exposed to fantastic applications in their personal life. Imagine the ease with which we order food, grocery, medicines and retail items. It's seamless. But in their professional lives, they use complex and difficult-to-navigate applications that limit the scope of reducing costs and improving productivity.

As enterprises witness digitally native generations taking over buying decisions and business strategies, this will impact business performance. It's only natural for the modern workforce to desire the same user experiences they get from B2C apps.??

73% of millennials in the workforce are now involved in influencing or making buying decisions for their companies

B2C applications help users reduce costs and make optimal buying decisions based on the choices available in the market. We must introduce such meaningful experiences to business users.

For instance, a travel application clearly highlights the best flight options for customers based on their preferences. Wouldn't it be amazing to experience a similar journey while selecting a logistics provider?

Using a few use cases, let me quickly explain how modern technology delivers B2C-like user experiences in the B2B world by ensuring (i) superior customer and user experience and (ii) reduced costs.

1. Enhancing the Overall Logistics Experience to Drive Greater Value

Shipment Visibility

With real-time tracking, logistics stakeholders can now view where their inbound and outbound shipments are directly on a map. They can access ETAs that automatically keep updating based on real-time road conditions.?

By providing real-time shipment visibility businesses can reduce WISMO calls by 40%

Proactive Supply Chains

AI empowers logistics executives to leverage predictive analytics and shift from reactive to proactive supply chain management. For instance, predictive intelligence is helping cross-border logistics stakeholders get proactive alerts on demurrage and detention charges even before they are levied.

Predictive intelligence can reduce incidental costs by up to 80%

Predicting Failures

AI and predictive intelligence is helping logistics stakeholders manage failures to keep customer experience intact. Delivery managers can automatically reallocate orders by accurately predicting delivery delays to ensure the customer experience is not impacted.??

2. Reducing Logistics Costs Impacting Bottomline

Efficient Routing

AI-powered routing allows logistics stakeholders to automatically generate efficient routes by factoring in constraints like order type, promised SLA, vehicle make and capacity, delivery slot and more. It empowers logistics users to sequence trips to make maximum attempts at minimum time and cost.

AI-powered route optimization helps reduce total transportation costs by 12%

Enhanced Load Planning

AI helps load planners ensure the right mix of big and small package placement to optimize space utilization. It further enhances load placement by considering package destination, fragility, weight and balance. These efficiencies reduce the number of vehicles and drivers required.

Seamless Digital Payment Reconciliation

Excel-based driver payout calculations cause payment delays and poor rider experience. By digitizing this process, delivery managers can ensure auto-calculation of payouts based on rider performance. Riders can see the payments owed, and businesses can merge rider payments with CoD reconciliation for faster payouts and reduced cash handling costs.???

Automated cash reconciliation shrinks cash handling costs by 50%

Intelligent Vendor & Vehicle Selection

Modern 3PL management technology allows businesses to easily prioritize carrier/vehicle selection based on cost and performance in specific geographies, areas and even pin codes. It automatically displays the best carrier/vehicle option by analyzing vehicle details like make, capacity, and pricing structures.

Intelligent and automated vehicle selection can reduce average market vehicle requisition costs by 80%

Efficient Post-Delivery Service

Modern technology allows logistics stakeholders to ensure seamless post-delivery activities like installations and servicing. It auto-allocates these tasks on demand to the nearest available technician and live tracks their movement and task status until the job is completed. End customers too, are kept updated on task schedules and progress.?

On demand technician allocation ensure a 35% increase in daily service requests fulfilled

Innovations in logistics management technology will keep bringing enterprises closer to providing their workforce with B2C-like user experiences. This, in turn, will keep optimizing operational costs, improve customer and user experience and boost business performance.