Consolidated, centralised purchasing & eCommerce
As B2B organisations strive to meet their customers' purchasing needs and compete in a highly competitive global market, there is growing pressure to find new routes to market and ways to offer customers more value
As the eCommerce Customer Success Manager at Ricoh UK, I've witnessed firsthand the rapid rise of new sales channels to meet these needs and the resulting unconsolidated supplier frameworks required to support them. In order to protect busy procurement teams, there is a growing need for consolidated, centralised purchasing that’s both scalable and agile. But what does that look like?
Below, I outline the most recent market changes and unpack the business case for consolidated, centralised purchasing.
The need for consolidation: an increase in omnichannel strategies
Organisations are adapting to a more open and competitive global economy by increasing their routes to market to give their existing and new customers more flexibility and purchasing solutions. On average, B2B customers now use over 10 channels, up from 5 in 2016, and this number continues to grow.
Typically, businesses have to react and add these new channels as add-ons to their existing infrastructure rather than taking the time to strategically rethink their entire go-to-market approach. Over time, this has had a cumulative effect, stressing procurement teams to the max, as each channel comes with its own technology and data model. The complexity of an unconsolidated approach to purchasing makes creating a seamless customer journey difficult. It places a heavy burden on procurement teams, which need to manage a growing number of suppliers. To cope, procurement teams have expanded their supplier base, leading to more administrative work, contract management, and potential uncontrolled purchasing. This complexity contradicts the goal of creating an efficient, consolidated procurement process.
Not responding with new channels to market, effectively ignoring B2B customer demand, can risk customer retention and loyalty: 80% of B2B decision-makers will seek new suppliers if performance guarantees are unmet. So, there is a need to act, and thankfully, a solution exists. B2B buyers are increasingly consolidating their purchasing into broader, more holistic eCommerce providers to streamline the volume of suppliers they’re using. Consolidating into comprehensive eCommerce solutions streamlines procurement, centralises supplier interactions, and provides a unified interface for all purchasing needs.
Consolidating your procurement to select eCommerce partners also allows for improved organisational decision-making. With access to detailed analytics, organisations can gain insights into purchasing patterns, departmental spending, and market trends. Predictive analytics can forecast demand and optimise inventory levels, further reducing costs and improving service levels. Likewise, automated compliance checks ensure adherence to regulations and standards, reducing legal risks.
As a leading IT vendor and solutions integrator, providing B2B customers with an extensive range of products and services, we're working to simplify our sales approach by introducing a single eCommerce channel. Our first step was the launch of The Ricoh eShop. With this efficient purchasing solution, you can source a wide range of IT products, devices, and equipment from Ricoh and top brands, including Apple, Microsoft, Dell, HP, Zebra, Samsung, Logitech, and more. Soon, The Ricoh eShop will be included in a single service portal where our customers can manage all their Ricoh services, devices and future purchases in one place.
The need for scalability and agility with eCommerce support
A comprehensive eCommerce provider also offers the scalability and agility needed to keep your procurement strategy competitive, unlocking the benefits of global reach and significant buying power. Scalable and agile purchasing can handle larger order volumes, offer a more comprehensive range of products and services, and manage complex logistics seamlessly without requiring a complete overhaul.
An excellent example of this is a recent procurement requirement for a luxury cosmetics and skincare brand. By purchasing through the Ricoh eShop, the brand was able to streamline the procurement and installation processes for their new boutique stores, enabling a just-in-time strategy for the delivery of new technology.
The Ricoh eShop provides an end-to-end service, covering everything from sourcing equipment to on-site installation. It ensures that all infrastructure meets the brand's technology and corporate standards. This approach allows the company to maintain control and visibility over projects, reducing the complexities of managing multiple suppliers.
Creating a bespoke Ricoh eShop for the customer further simplified procurement, enabling them to order hardware and IT products at consistent, pre-agreed prices. This system allowed for efficient configuration, storage, and delivery of equipment, supporting rapid store fit-outs. The collaboration ensured timely store openings, maintaining the luxury brand's reputation and enhancing customer experiences, all while preparing for future expansion with a scalable and agile procurement strategy.
The need for centralised purchasing with localised shipping: local and global support
Centralised procurement through eCommerce brings all the advantages and scale of a global provider. However, for most businesses, there is still a need for local flexibility for delivery and installation assistance.
Multi-location organisations, especially those with offices and depots across the country, need the flexibility to buy centrally while shipping to different locations to meet regional requirements. Central purchasing with local distribution requires more than meeting local standards; it demands a local support team to identify the right technology and provide remote or on-site assistance.
A comprehensive eCommerce solution such as The Ricoh eShop also has the added advantage of a dedicated account manager who can provide support and advice on an ongoing basis. They can also introduce subject matter technology experts who can advise on best practices, recommend technology solutions, and customise purchasing for regional needs. This approach combines the efficiency of centralised purchasing with the benefits of local, knowledgeable support.
The need for a strong relationship with your eCommerce partner: creating a strong customer experience
Organisations often prioritise availability and cost-effective pricing over detailed purchasing data, analytics and account support when selecting a new eCommerce partner. This approach may seem sufficient at the time; however, issues can arise, and if they do, your Ricoh eShop team or account manager are available to help resolve problems and find the right product for your needs. Problem-solving through overseas call centres can be frustrating, and the availability of support is minimal if any exists at all.
Effective eCommerce solutions, such as The Ricoh eShop, combine choice, value, and flexibility with human expertise and access to data-driven insights and advice, ensuring the right purchasing approach is maintained.
The Ricoh eShop: Your eCommerce solution
In conclusion, achieving eCommerce success hinges on addressing key priorities. Consolidating the increasing number of sales channels is essential for streamlined operations. Leveraging comprehensive eCommerce providers ensures scalability and agility. The need for centralised purchasing and a robust relationship with your eCommerce provider is crucial for delivering a solid customer experience. By focusing on these areas, organisations can navigate the complexities of the modern eCommerce landscape and drive sustainable growth. The Ricoh eShop is your eCommerce solution to address these priorities.
Curious to learn more?
Download our Procurement Guide, which explains how to consolidate suppliers, streamline purchasing, and save money. Alternatively, book a demo at your convenience to explore the features and benefits of the Ricoh eShop.
