B2B
Why does the reseller portal hang up the phone?
Dealers don’t call because they prefer to place orders by phone; they call because they can’t get the information any other way.
Most dealer inquiries are not about placing orders. They ask three things:
- "Do you have this product?" — inventory information
- "What’s my balance?" — account information
- "What happened to my order from last month?" — history
As soon as these three items appear on the portal, the number of inquiries drops on its own. Placing an order is already the easy part.
What We Measured
At a distribution company, by the third month after the portal launched, 87% of orders were coming through the portal, and order errors had decreased by 71%. The reason for the reduction in errors wasn’t that the portal was better, but rather that misunderstandings were eliminated: no one is writing down codes over the phone anymore.