than three quarters (81%) of B2B organisations are witnessing a decrease in
profits due to online order errors, causing significant repercussions on wider
business growth, according to new
research out today. 84% of businesses have witnessed a decrease in
efficiency due to order errors, while 81% saw a drop in productivity and a
further 81% saw a decrease in profitability. The survey of 560 global B2B
buying professionals found that 44% of organisations have witnessed a decrease
of more than 11% in sales, productivity, efficiency or profitability due to
errors during the purchasing process. Some are seeing a decrease in excess of
majority of B2B buyers place orders weekly, often daily, which means the
opportunity for errors to occur is high. 44% of individuals experience errors
with online orders at least once a fortnight, while a fifth encounter issues
weekly and 9% experience issues on a daily basis. With the majority of B2B
buyers preferring to buy online (75%) it’s critical that e-commerce platforms
can reflect current and accurate sales information, such as pricing, shipping
and stock as a way to help reduce errors.
research found that user entry was the top reason for problems occurring during
the online buying process. 28% however, felt that incorrect product information
is causing errors while 28% said it was incorrect purchase entry. Other reasons
for errors include incorrect inventory display (27%), incorrect shipping
information (25%) and incorrect pricing information (23%).
order errors appear to be most frequent in Benelux with 55% of buyers
experiencing problems at least once a fortnight and 25% on a weekly basis. 48%
of businesses based in Germany, Austria and Switzerland also experience errors
once a fortnight and nearly half (46%) of British or Irish businesses face the
same problem. Yet order errors in the US and Canada appears to be less
frequent, with the majority (51%) witnessing order errors at least monthly.
buyers purchasing automotive parts appear to be the most susceptible to errors
when making purchases online, as 54% experience problems at least once a
fortnight. This is closely followed by those purchasing building materials
(53%) and food & beverage products (52%).
Schipperus, CEO and Managing Partner at Sana Commerce comments: “B2B
organisations have embraced e-commerce as a route to market and as a way to
remain competitive and reach new markets. But our research highlights the need
for e-commerce platforms to deliver accuracy across all buying channels.
Ensuring that the e-commerce system is integrated into the organisation’s ERP
platform to provide a single source of truth at the point of purchase goes a long
way to ensuring that customers have the correct information needed to make an
informed purchase decision and reduce order errors.”
survey of B2B organisations in Europe and the US was undertaken by independent
market research company Sapio on behalf on Sana Commerce. The survey sample
covered food and beverage, electronics, building materials, medical supplies
and automotive parts. For more insights download the report here.