A version of this article was originally published in the October 2024 edition of Harpers Wine & Spirit magazine
Great customer service is crucial for any modern, forward-thinking alcoholic drinks wholesaler. When you deliver excellent service to a customer, they know that they are valued and that they can trust you to fulfil their needs and solve their issues as and when they arise. In this article, we take a look at six things you, as a wholesaler, can do to keep your customers happy, whether you are managing their orders directly or providing them with a self-service online portal.
Communicate in a timely and responsive manner
First and foremost, great communication is key when it comes to keeping your customers happy. They are looking for prompt answers to their enquiries and orders. In addition, it is important to given them regular updates on stock availability, order status and delivery timelines. This proactive approach will ensure that they stay informed and don’t fall foul of any nasty surprises.
Implement an accurate and efficient ordering process
Making sure that your ordering process is easy, accurate and efficient, whether through an online platform, app or a dedicated sales representative, is vital for great customer service. It will ensure that your customers are always able to place and track their orders in a way that works for them.
Resolve issues quickly
Your customers don’t just want their ordering process to be easy. They also need it to be accurate to ensure the correct products and product quantities are delivered every single time. Mistakes should be rare and if any are made, they must be resolved quickly and efficiently.
Ensure your delivery process is reliable and streamlined
Making sure that orders arrive on schedule with minimal delay is also key. This is especially true for your on-trade customers that rely on restocking to demand to ensure that they are delivering excellent service for their customers. In addition, it is important to offer flexible delivery options that can accommodate differing customer needs at different times.
Use modern, user-friendly technology solutions
It is increasingly important that wholesalers embrace modern, user-friendly technology solutions to meet the needs of their customers. Whether it is an intuitive e-commerce system, mobile apps or online dashboards, your customers want to use up-to-date, convenient systems that allow for easy reordering, payment and order tracking in a single real-time platform.
How Bevica can help you keep your customers happy
Developed over the last 20 years and powered by Microsoft Dynamics 365 Business Central, Bevica is the leading Enterprise Resource Planning (ERP solution) for the wine and spirits industry. It is a modern and user-friendly software system that offers wholesalers a wide range of business management features. These include a complete finance solution, comprehensive supply chain functionality and end-to-end inventory control capabilities. Want to find out more about Bevica and how it could modernise and improve your business processes and productivity? Book a demo with one of our expert team today.
