Vital: How B2B e-commerce Enhanced Its Customer Experience

About the client

Vital is an Argentine company with over 35 years of experience in the wholesale trade sector, offering a wide variety of products and services through a network of branches throughout Argentina.

Committed to providing the best possible experience to its customers, the company is constantly working on developing technologies to achieve this goal, and therefore decided to rely on Corebiz to continue scaling its results through the implementation and development of B2B technology in e-commerce.

Challenge

Vital had a basic legacy system, which served the function of order registration with many manual or human interactions. This posed a series of challenges for the company, including:

Low scalability: The legacy system was complex and costly to maintain, making it difficult to incorporate new functionalities and scale the platform to meet the company’s growth.

High maintenance costs: Making adjustments and implementing new functionalities in the legacy system was expensive and time-consuming, making it difficult to respond to the business’s constantly changing needs.

Large number of manual processes: The legacy system required a large number of manual processes, leading to errors and delays.

Lack of autonomy for customers: End customers did not have the ability to place orders independently, without the need for a salesperson.

Solution

To overcome these challenges, Vital decided to implement a new B2B e-commerce platform that would suit its needs. The new platform, developed by Corebiz on VTEX, is based on a modern and scalable architecture and includes a series of customized features to meet Vital’s specific needs.

Features

Check out all the features that were developed and incorporated into Vital’s B2B e-commerce, with the aim of making the operation more functional and efficient for the company as a whole.

Sales Representative App/ Supervisor App: With the implementation of these applications, sales representatives and supervisors began managing customer orders efficiently and securely.

  • Sales representatives: can view orders from their associated customers, approve, modify, or cancel orders, approve multiple orders to comply with an approval rule, and make manual configurations within an application.
  • Supervisors: can view sales representatives’ orders, approve, modify, or cancel orders, and view sales representatives’ orders in a simulated manner.

Customized login system: Thanks to the login system, it is possible to regionalize users according to the data stored in the Master Data (MD).

  • MD data is preloaded through user registration integration.
  • Seller white labels (WL) are used for regionalization.
  • Inventory, promotions, and prices are differentiated by branch.
  • Labels are used to identify the branch.

Labels: The implementation of labels allows for better visualization of offers, promotions, and prices for each branch.

Parameterized semaphore: Product labeling logic to parameterize carts generating a semaphore that allows alerting the customer if the parameter percentage is being respected and if an order is being created acceptably or not.

Custom store deactivation app: This application allows the store to be closed by blocking a button at checkout, establishing a store schedule.

Branch-specific purchase value validations: This custom functionality allows configuring an order approval value per branch that can be used to establish minimums or logistic surcharges.

SKU purchase limit per branch: This feature allows configuring a purchase limit for products independently across different branches.

Dashboard: This panel allows viewing all approved or pending approval orders, with details of assigned sales representatives, branches, and semaphore parameters.

Cross-Selling: This feature allows for cross-product recommendations.

Unfulfilled promotions validation: This feature alerts the user indicating that a product is on promotion but does not have the necessary quantity to fulfill and apply it.

My Lists: This module allows saving carts for future purchases.

Custom order states: This feature allows showing the customer a specific state in their order menu determined by Vital.

Branch-specific magazine loading app: This app allows magazine (pdf) loading by branch, allowing users to download it from the app store.

Results

The implementation of the new B2B e-commerce platform had a positive impact on Vital’s customer experience. Among the main benefits are:

  • Increased autonomy for customers: End customers can now place orders independently, without the need for a salesperson.
  • Improved efficiency: The new system reduced the number of manual processes, resulting in time and resource savings.
  • Improved visibility: The new system provides customers with greater visibility of their orders, allowing them to track their status in real-time.

As a result of these benefits, Vital recorded a 20% increase in the number of orders placed through its B2B e-commerce platform.

Vital’s case is a clear example of how the implementation of a customized B2B e-commerce platform can transform customer experience and drive business growth. By providing greater autonomy, efficiency, and visibility to customers, B2B e-commerce platforms can help companies expand their businesses.

These results are just the beginning of an even more promising future for Vital. As the company continues to optimize its B2B e-commerce platform, an increase in customer satisfaction, greater loyalty, and sustained growth can be expected.If, like Vital, you have decided to take the next step in technology development and expand your business, Corebiz is here to help. We have a team of e-commerce experts ready to provide guidance on your custom e-commerce platform design and development needs.