To say that COVID-19 profoundly altered our working lives is a little like pushing on a door that’s already wide open. This is especially true in the world of B2B, and even moreso in sales, where working practises are often heavily entrenched.
Traditionally, the separation between sales and customer service has been a long-held fundamental. Now, that separation is far less rigid. The truth is that widespread adoption of a hybridized omnichannel approach is unavoidable.
Multichannel service continuity: key to unlocking the post-pandemic era
In fact, a recent study from McKinsey & Company shows that 85% of organizations in the B2B industry see omnichannel sales roles –- those that mix at-distance and in-person meetings — as their most common staff position over the next three years. As a result, nearly 65% are building out their own omnichannel capabilities over the first half of 2021. By contrast, a mere 15% anticipate a return to pre-Covid levels of in-person meetings.
What about on the client side? According to the same study, B2B client preference is now for at-distance or self-service solutions. And client spends? Some 20% are ready to authorize expenditures of over $500,000 USD via fully remote or digital-only sales models.
In any case, with customers’ premises inaccessible and B2B companies’ own sites closed, the on-site paradigm has changed. Now it’s part of a broader perspective encompassing each and every customer interaction. This development is all the more significant given that the sudden rise in remote working is part of a long term societal change.
Connect teams, tasks, and tools with a desktop as agile as your future
These changes are an opportunity for companies to remove barriers between in-person sales, mobile teams, and customer service teams. We’re entering an era of true omnichannel communication, where customers move from one channel to another without any disruption to consistency of service.
But in order to get there, a certain number of challenges must be overcome. It’s with this in mind that innso offers its uniquely capable Unified Agent Desktop. For instance, with the innso platform you can:
- View customer data and histories in a simple and intuitive manner for file management purposes
- Take advantage of platform adaptation for mobile teams and real-time updates whether in store or on site
- Create workflows that relay tasks between multiple roles, thanks to connectivity with your existing information systems
- Manage client contacts through a unified conversational interface for seamless switching between email, SMS, direct messaging, and voice calls
- Provide customers with self-service tools that them track their own requests, speed up treatment through automated interactions, or simply retrieve data
- Oversee an intelligent distribution of tasks while maintaining a unified and personalized approach to customer relationship management
- Adhere to contractual and regulatory requirements
- Accomodate multiple customer journeys according to client and offer segmentation
Catch up and get ahead in a new era of B2B norms
As a spin-off of the leading customer service management group Sitel, innso’s platform is completely focused on industry needs. What’s more, the platform’s adaptable and modular nature is particularly well suited to B2B. It enhances human interaction by linking conversations, self-service information flows, and workflow processes. The architecture integrates with existing information systems to simplify and speed up internal business practices. And, through orchestrating sales and follow-ups, it inspires a real and experiential personalization of customer relationships.
At innso, we draw on a deep level of combined staff expertise, enabling us to best support our clients and ensure a speed and efficiency of deployment. This collective depth of understanding is centered on companies’ business needs and constraints (whether technical, human, or financial), on the design and deployment of agile integrated solutions (which are fast to deploy and efficient from day one), and the provision of a broad and nuanced support for operational teams (oriented towards planned and on-demand consultation and principles of continuous improvement).
During post-pandemic recovery, B2B successes will be built on the quality, agility, and rigor of design and implementation. As post-pandemic recovery affects the entire sector, there’s very little time to waste: those who have not adapted will find themselves in trouble. The good news is that with greater anticipation, preparation, and adaptation comes an even greater return on investment.
That’s why innso’s teams are here to help you make the most of this new and changing B2B landscape, both now and in the years to come.