Delivering an exceptional post-purchase experience has become a critical differentiator in business-to-business (B2B) commerce. The vast majority (79%) of customers anticipate having uniform and steady engagements across a company's sections and communication platforms. However, B2B sellers tend to overlook the post-purchase experience of the customer journey, resulting in frustrated buyers, increased service costs, and untapped revenue potential. 

As B2B buyers now expect the same level of transparency, flexibility, and self-service capabilities they enjoy as consumers, businesses must accept a seamless digital journey as table stakes. Enter Salesforce Order Management (OMS)—a game-changing solution that revolutionizes the B2B order experience by optimizing the entire order lifecycle, from capture to fulfillment to service.

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Overcoming B2B Order Management Challenges

Salesforce OMS addresses the most common challenges faced by B2B sellers in managing the post-purchase experience. One of the primary pain points is the lack of visibility into order status. Without real-time insights, customers are left in the dark, leading to increased inquiries and needless strain on customer service teams. 

Additionally, many B2B sellers struggle to quickly adapt to frictionless consumer expectations, such as modifying orders or processing returns without having to dial a phone number or send an email. This inflexibility leads to frustration all around and diminished customer loyalty. Furthermore, the absence of self-service options forces buyers to rely on manual, time-consuming processes, causing delays and inefficiencies.

By providing a comprehensive suite of capabilities within a single, unified platform, Salesforce OMS tackles these challenges head-on. The solution streamlines order processing, enables flexible delivery options, and empowers customers with self-service features. With OMS, B2B sellers can provide their buyers with the transparency, control, and convenience they crave.

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Enhancing the End-to-End Buyer Experience

The true value of Salesforce OMS lies in its ability to transform the entire buyer experience, from initial order placement to post-purchase support. Native integration with Salesforce CRM ensures a seamless transition from sales to order management, providing customer service agents with complete visibility into order data and history. This 360-degree view of the customer enables more contextual and efficient support, as agents can quickly access relevant information without toggling between systems.

For B2B buyers, Salesforce OMS enables a range of self-service capabilities that mirror the consumer-like experience they expect. Adding these capabilities to existing portals or storefronts, customers can easily track their orders, view invoices, and check inventory levels in real-time. 

This transparency not only reduces the need for manual intervention by customer service teams but also empowers buyers to take control of their own orders. Self-service options, such as modifying or canceling orders, initiating returns, and tracking shipments, further enhance the buyer experience by providing the flexibility and convenience they demand.

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Driving Operational Efficiency and Cost Savings

In addition to improving the buyer experience, Salesforce OMS drives significant operational efficiencies and cost savings for B2B sellers. By automating manual processes and streamlining communication between systems, OMS reduces the risk of errors and delays. 

Configurable order workflows, powered by the drag-and-drop Salesforce Flow Builder, allow businesses to customize approval chains, milestone automation, and exception handling to fit their unique requirements. This flexibility ensures that Salesforce OMS can adapt to the specific needs of each B2B seller, minimizing disruption to existing processes.

The native integration with Salesforce CRM enables sales teams to leverage insights into reorder rates, helping them identify upsell and renewal opportunities. This data-driven approach to sales empowers teams to make informed decisions and drive revenue growth.

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Real-World Success Stories

The impact of Salesforce OMS on B2B businesses is best illustrated through real-world success stories. Take for example a high-tech company simplifies employment law compliance for multi-jurisdiction companies. They implemented B2B Commerce but still struggled with manual processes and inaccuracies in their order management. By working with Saltbox to implement Salesforce OMS, this company automated offline processes, streamlined communication with their ERP system, and improved the fulfillment process with their third-party printer. The result was increased efficiency, reduced errors, and enhanced customer satisfaction.

Similarly, another B2B Commerce customer — a hi-tech company focused on cybersecurity training, certifications and research — faced challenges in servicing orders post-purchase. With Salesforce OMS and Saltbox’s help, the customer centralized their order management, enabling customer service agents to efficiently handle tasks such as changing and splitting payment methods, applying discounts, and managing course registrations. This transformation led to an improved user experience, streamlined support, and significant efficiency gains.

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Implementing Salesforce OMS with Ease

For B2B sellers considering Salesforce OMS, the implementation process may seem daunting. However, with the right partner, the transition can be smooth and efficient. Saltbox, a Salesforce solution partner specializing in order management, offers a 12-week program to implement OMS quickly and cost-effectively. Our Customer Order Experience packages map key post-purchase journeys into achievable phases, ensuring a swift and successful transition to an industry-leading OMS implementation.

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Looking Ahead

Delivering an exceptional post-purchase experience is no longer optional—it's a necessity. As B2B buyers increasingly expect the same level of transparency, flexibility, and self-service capabilities they enjoy as consumers, businesses must adapt to stay competitive. Salesforce Order Management serves as the bridge to close this gap, empowering B2B sellers to delight their customers while driving operational efficiency and cost savings.

By providing order transparency, built-in flexibility, and improved self-reliance, Salesforce OMS enables businesses to transform their buyer experience and unlock their growth potential. With the help of experienced partners like Saltbox, B2B sellers can quickly implement OMS and start reaping the benefits of a streamlined, customer-centric order management process.

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