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The importance of business intelligence in eCommerce

The importance of business intelligence in eCommerce

Over the past decade, businesses have recognised the growing need for accurate, real-time information to support operational and strategic decision-making. The importance of business intelligence in eCommerce cannot be understated. Intelligence-driven business processes can lead to seamless operations, fulfilment automation, better customer communications, and continual improvements.

Intelligence-driven business processes

The shift towards an eCommerce-dominated business model has underlined the vital requirement for trusted, high-quality data, which can be easily understood and used. Using ERP data as the core business foundation and the power of APIs to integrate a raft of other business applications. Through business intelligence (BI), companies can transform the way they respond to new opportunities.

Data confidence ensures new eCommerce channels are weighed up and explored intelligently. Using data to support automation ensures the C-suite can focus on exception management. As a result, the most urgent and valuable areas of business development can be prioritised.

Accurate, up-to-date ERP data is invaluable. It can provide instant feedback on customer demand for products and insights on how to optimise the fulfilment model. Integration can offer a dashboard view of operations, delivering affordable, cloud-based information across the business.

Spotting trends through insights 

Customer patterns provide a range of useful information. By routinely checking trends in returns data, you can highlight when an item is repeatedly returned to the warehouse. These valuable insights can determine whether there is an ongoing fault with the product.

Moreover, failing to track repairs and the speed with which the issue is remedied could lead to unhappy customers. Packaging problems that lead to product damage should be instantly referred to the warehouse for immediate improvement. Customer feedback about product descriptions can be used by marketing to fine-tune the way items are presented online.

If a returns threshold is passed for a product, automated alerts will ensure the business can quickly manage the exception. This minimises any possible issues that could affect the customer experience.

 42% of customers missed an average of 3 deliveries due to miscommunication by a brand or courier during the pandemic. View the full eBook to find out more.

Customer communications

A simple integration with the ERP software and eCommerce website should trigger automated communications throughout the fulfilment process, all the way through to returns. As well as providing standard FAQs, B2B customers also welcome advice and guidance. Video demos of a product setup and in use can be beneficial, as well as customer case studies.

Taking the time to show customers how products and services work shows you understand their pain points and builds confidence in your business. Integrating the ERP software with an eCommerce website gives account customers the ability to log in. They can access the latest information about product status, shipment dates, order history and payment terms, as well as organising any returns.

Intellisell can improve intelligence-driven business processes for seamless eCommerce operations.

Find out more about the features and benefits of Intellisell here. If you would like to discover more about CPiO Support for your eCommerce business, you can find information here.

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