Experier optimizes your customer's experience in the invoice to cash process and beyond.
Who?
CEO… Customer Experience Management (CXM)
CXM is not a totally new phenomenon for B2B companies however collaborating live data in context has been challenging particularly when getting input from customers. By utilising and improving the bill to cash process it makes it easier for customers to interact and maximise the current working relationship that is common to most B2B businesses.
Experiers CXM process is ideally suited to B2B businesses as it provides access to a holistic time relative roll up of the transactional journey and all the critical touch points. This enables your management team to better deploy customer specific solutions to the issues, whilst other stakeholders leverage their new found live visibility of customer and transactional issues efficiently at transactional level. As part of the process customers have a high level of visibility and access to their own data empowering them to collaborate and utilise self service functions like copy invoices, payments, reconciliation tools. This also provides the ability for your key customers to work with your sales staff on SLA performance measures and forecasts using live data and customer historical input.
The Whole Team… List-hard, Learn-fast, Act effectively
Do you sometimes find it difficult to know what your customer really wants? Customers of B2B businesses biggest issues are being understood, accountability and accessibility and with the silo effect of multiple layers of people in both organisations it is not surprising that these issues are exacerbated.
The ability to “easily” collaborate and share your invoice to cash process enables you and your customers to leverage the “key the moment of truth” when a decision maker approves or disapproves an invoice and subconsciously reconfirms their perception of a supplier. By capturing and combining this feedback, other transactional touch point and financial data you can better understand what your customer’s thoughts and feeling are at any time. This also allows you to identify risk and opportunity within your relationship much earlier than was previously possible enabling you to put right any wrongs in a timely.
Sales Team… Build Loyalty
As a sales professional have you ever visited a customer only to be accosted over transactional issues or queries that are unresolved in the customers mind. This can often undermine trust? Trust is earned and there is no better way to earn trust than by providing tools that keep your team and your customer informed and on track to achieve results that you have both agreed upon.
We can help you implement a truly customer centric methodology that complements your current sales effort. You can leverage a range of data, SLA’s, feedback technology from your customer’s transactional journey helping you to more proactively manage the experience your customers receive. The customer has access to selectable information which enables both parties to work out corrective actions, turning negative festering issues into problem solving opportunities. The sales team is much more in tune with what has been happening from a customer perspective in between visits and the sales manager has a better feel of at risk customers and those that are showing potential that would otherwise not stand out.
IT Team… Maximise your current systems
Management of the customer experience process is very difficult with current systems because they haven’t been designed with this end game in mind. ERP systems are process driven and CRM systems are designed to manage the attraction and supplier driven facts and figures processes of the customer relationship, neither are designed to be totally customer collaborative. Our system is cloud based and can provide a flexible and secure way to improve customer collaboration.
The Experier product extracts transactional, financial, voice of the customer feedback and touch point data from your existing systems, to provide visibility and connectedness for both organisations. The what, when, where and most importantly the why is available centrally and simultaneously so you can understand what the customer is thinking and feeling in context at any point in time.
Experier optimizes your present systems by providing a common very flexible billing face to the customer even across multiple ledgers saving huge amounts of heartache and cost. We can also provide customized functional additions that leverage further capabilities for your business or you can utilize the easy to use wizard system to set up your own functional processes.
Credit Team… Cash Flow
As a credit manager do you struggle to find the time necessary to contact and sort all your customers’ issues out every month. Credit and Sales often have different goals and information sets on customers and although the information is available it is very hard to take a holistic approach to customers and the challenges they are facing when asking them to pay. From a customer’s point of view they expect to be treated consistently across the organisation and in turn suppliers should expect payments to be made as agreed.
Our Proactive Credit process enables both sales and credit to be on the same page making it much easier to manage the customer experience and the account payment. We provide automated distribution over a range of invoices types and delivery options which customers to query invoices directly from the PDF document so your team can resolve issues before the account falls due. If queries have been generated they are put into simple work flow so they are not forgotten or conveniently over looked, reducing the process time and stress generated when addressing issues weeks or months later. Another feature of the system is the ability to follow up all your slow paying customers automatically and systematically using paths of action via email and also SMS. Customers can access account details directly from the statement or their reminder rather than have to come back looking for a copy invoices as well as the ability to pay directly from the invoice.
HR… Staff engagement
Traditionally in the bill to cash process there is a static invoice with only enough information included to pay the bill and as far as a query goes, “just give the supplier a call sometime”, however times are changing and staff on both sides of the fence expect to be able to interact in a similar way they do with B2C companies, as consumers. By automating traditional mundane processes both sets of staff are more positively engaged and this is important especially from a customer’s point of view as they are more likely to use your services.
Experier customers can retrieve copy invoices directly from the statement or utilise the links on their invoices to place queries, feedback or access portal, payment and marketing links. The Experier system also provides users the ability to securely login and utilize a large variety of data and reconciliation tools all designed to make life easier for your customer. If your customer likes old school we provide a range of options too. Experier provides an opportunity to improve staff engagement for your and your customer’s organisation.
In Summary… secure, easy, flexible, fast, cost effective
In today’s world it is becoming increasingly difficult to differentiate your product and service and as such organisations are looking for different ways to enable them to stand apart from their competitors. In the B2B environment this is particularly difficult to achieve however by leveraging the invoice to cash process we can provide a tool to improve your working relationship with your customer.
As a provider of a customer experience product we need to provide a product that works for you and your customers and that is secure, easy to use, fast, flexible and cost effective. We offer a range of fixed and tailored options that all provide an excellent ROI. The product is available in fixed or flexible options depending on your organisation. There are three service options Bureau, Standard & Independent which enables you to get the most out of the system.