What do Netflix, Spotify, Salesforce, DocuSign and 1Centre all have in common?
Business customers are also consumers of services like Spotify and Netflix. They are therefore likely to have similar high expectations when it comes to the services they use in the business world. Business customers will expect the same level of user-friendliness, personalisation, and automation that they have come to expect from consumer-facing services. Think of this as “consumer-grade experiences”.
So, in this article we draw a comparison between two well known “consumer customer” brands (B2C) and two well-known “business consumer” brands to see what they all have in common.
Firstly a short description of each:
Netflix is a streaming service that offers a wide variety of movies, TV shows, and original content. It guides users through the process of finding and watching content by providing personalised recommendations, grouping content into genres and collections, and providing a simple and intuitive user interface. With a vast catalog of content, easy-to-use search and navigation and personalised recommendations, Netflix allows users to find and watch their preferred content without the need of human interaction.
Spotify is a music streaming service that guides users through the process of discovering and listening to music. The service’s personalised playlists, recommended songs, and user-generated playlists make it easy for users to find new music they will enjoy, and the service’s interface makes it easy to listen to music without needing to interact with a human.
DocuSign is an electronic signature software that guides businesses through the process of digitally signing and managing documents. The software provides an easy-to-use interface for creating, sending, and tracking documents, as well as automating workflows, such as routing and approvals. This eliminates the need for businesses to physically print, sign, and mail documents, and allows them to manage their document processes entirely digitally, without the need for assistance from a human.
Salesforce is a customer relationship management (CRM) software that guides businesses through the process of managing their customer interactions and sales pipeline. The software provides a centralised location for storing customer information, tracking leads and sales, and automating sales and marketing tasks. It also provides a simple, intuitive interface that makes it easy for businesses to manage their customer interactions without the need for assistance from a human sales or marketing representative.
For those that use the service, consumer grade experiences focus on three core pillars:
1. Customer Experience
They have a simple, intuitive interface that guides users through the process of completing a task or achieving an outcome. This makes it easy for users to use the service without the need for assistance from a human.
They all automate something that the user would like to do, making it far easier. The automation also is a huge benefit for the business providing the service because of the enormous efficiencies gained with automation.
The examples provide levels of customisation for the business user or personalised recommendations for the consumer user. They all have automated experiences that are tailored to the specific needs and preferences of the user.
From an infrastructure perspective, they offer an additional two important considerations:
They each collect user data and have tools for analysing and tracking data, which helps users to make better decisions and improve their operations. In the case of B2B examples, the data helps all users – be it finance, sales, operations or the customers themselves.
2. Ecosystem and integrations:
Many of the examples also provide a wide range of integrations with other software and services, which allows users to streamline their workflows and access all the information they need in one place.
Like these, 1Centre is the only unified B2B trade-credit platform that offers consumer-grade experiences focusing on these five important aspects.
1. Customer experience:
Your business customers have a superior experience of applying for trade-credit, being kept informed, and having their feedback captured. They can apply from multiple sales channels – wherever and whenever – applications are made super easy. And, this is quantifiably measured.
You can set up your org structure, configure approval hierarchies and curate auto-decisioning rules maximising the power of automations.
4. You can easily set-up workflows and deploy anti-fraud functionality to de-risk credit approvals.
Latent data no more. Use collected data to generate valuable customer insights and to drive efficiency and grow business from your SME customer base.
5. Ecosystem and integrations:
1Centre can be integrated into any ERP or CRM! You can connect your ERP system to trade-credit automation using API-led connectivity.
Read here about how you can use API-led connectivity as a powerful and efficient solution to innovate your existing tech stack by adding an extra layer of intelligence.
1Centre is the only unified B2B trade-credit and relationship platform that lets you approve, engage, visualise and monetise business customers.
It comes with built-in:
- credit bureaux integrations for credit checks
- government agency integrations for identity checks
- facial recognition for identity verification
- decision tools for auto approvals (configured for your business)
- anti-fraud smarts to de-risk approvals
- on/off features to maximise customer onboarding at the point of sale (website, QR’s for in-store, to sales reps)
- fully configurable workflows to solve complexities like risk profiles and approval processes
- +++ and more!
To book a consultation, get in touch here.
Overall, these services provide a user-friendly, personalised, and automated platform that guides users through a process and helps them achieve an outcome, eliminating the need for human intervention and making the process more efficient.