Need Help? (888) 742-5060

In The News:

Survey: Distributors Fall Behind on Meeting Customer Technology Wishes

Survey: Distributors Fall Behind on Meeting Customer Technology Wishes

January 9, 2014

Just a few years ago, the default way to get answers to a problem was to try and talk to a real, live person on the phone or in person. But in the same way that shopping has shifted online, more people are looking online first for resolutions to their issues.

In a recent study from cloud-based technology provider TermSync, more than 70 percent of distributor customers would prefer an online service option, such as a customer portal. "Calling customer support is now seen as a hassle and avoided at all costs," according to the report.

But only 30 percent of distributors offer a customer portal – and many of those still fail to provide the most basic of functions. Only 58 percent of those allowed customers to view invoice history, and only 54 percent allowed customers to pay invoices.

"Many distributor executives may worry that technology will come between them and their customers," the report says. "… It is true that sometimes that personal touch is needed, but oftentimes the customer simply wants to get their issue resolved and move on with their day."

So why aren't distributors jumping onboard? According to the study, 42 percent of distributor respondents said it was because other projects had priority. But if having a portal that allows your busy customers to more quickly get on with their busy days, shouldn't it be a priority?

"Today's solutions are not costly, are up and running quickly, and most importantly improve the customer experience."

© 2019 Gale Media, Inc.

Please do not reprint MDM's content on your website without MDM's express permission as it is copyrighted material. To gain permission, email us, or call 1-888-742-5060. For information on PDF or print reprints, visit MDM welcomes inbound links from your site. Please cite Modern Distribution Management.

2018-top-distributors-listThe 2018 Top Distributors List

This free PDF includes lists of top distribution companies across 14 sectors.

You will also receive MDM Update, our daily distribution e-newsletter & other distribution-focused content.

Download the Free PDF now >>

MDM-UpdateMDM Update: Daily Newsletter 

Sign up to read the best source for news & trends in wholesale distribution, MDM Update. Delivered daily to your inbox. 

Sign-up for MDM Update >>

Post a comment to this article

Partner Center