Customer service is a key point in the relationship between supplier-client, in fact the former is committed to satisfy the latter’s needs. A positive and effective Customer Experience takes a central role in the business-to-business sector (B2B), where careful customer management stands for a strategic advantage. The experience developed by consumers in the use of online platforms, typical of the B2C, is actually increasingly affecting the expectations also inside the B2B sectors. Digital touchpoints such as dedicated portals, online configurators, sales apps and all the tools that optimize the knowledge and purchase process are now strategic and fundamental to guarantee efficiency and competitiveness.
Thus, also in the B2B world, a Customer Experience that creates, develops, builds loyalty and satisfies the supplier-client relationship along all the “customer journey”, from the first contact to the post-sale, has become crucial; and Ivars is aware of that. Indeed, Ivars understands customers’ needs and requests, paying attention to the market and taking into account some variables such as the industrial sector, the features of product/service and the competitiveness target.
With this in mind, Ivars has developed its customer service creating specific tools, constantly updated and improved. My Ivars is the B2B portal available on the company’s website which allows every customer to constantly monitor his own situation: a strategic tool that facilitates the customer’s management and a transparent, effective working relationship. Inside the portal every buyer can view his active price list, open orders, deliveries’ status, check out delivery notes in real time and invoices. Moreover, he can view statistics for a selected time interval or specific item code. Lastly, 3d drawings, renderings and all the catalogues are available in a click.
During 2025 My Ivars will be updated again to offer an even better Customer Experience. My Ivars is 24-hour available and updated in real-time. Thanks to its usability the customer is more independent, he/she can prepare orders being sure about articles codes and descriptions, reducing the possibility to make mistakes; but always counting on his/her trusted back-office staff or sales representative. Thanks to the intercompany B2B portal, the buyer can place orders with the certainty of codes and descriptions, reducing the risk of errors to a minimum. The technical and sales department always remain at customer’s disposal to answer questions or doubts that may arise during the consultation on the portal. Clearly, the portal is not replacing the human relationship and Ivars’ staff, but it has to be seen as an enrichment and an extremely useful tool.
Ivars has created My Ivars aware of the importance to always be at customers’ side, investing in new, safe and user-friendly technologies to offer an excellent service which enhances and simplifies the business relationship. Today and tomorrow, in line with the times.
