How Self-Service Can Meet Internal and External Customer Needs

Using Self-Service to Meet Internal and External Customer Needs-10

Whether you’re already sold on the benefits of self-service or still need more convincing, there’s still one important question that probably comes to mind: “Is self-service the right choice for my organization?”

eBook Download: Enabling Self-Service eCommerce for B2B & B2C

Why Self-Service?

The benefits of self-service are many and varied. In this digital age, more goods and services are fulfilled online than ever before. This is due to both digital transformation and to the changing needs of consumers across the globe.

According to Shopify, more than 50% of consumers have not only moved to buying mostly or exclusively online, but also plan to continue to shop that way going forward. Further, a McKinsey study ons elf-service found that most B2B buyers now prefer to buy self-service, and some are willing to spend up to 1 million dollars on online transactions. So, in order to keep up with the demand of consumers and the market, businesses need to move their operations online. 

And as you move online, your internal business operations ought to be able to facilitate digital transactions. This might be challenging to achieve, but once implemented, your business can experience an emotional life internally. 

Benefits of Self-Service

Here are a few examples that demonstrate how self-service helps you satisfy the needs of your entire business, both internally and externally:

Faster Onboarding

First impressions are important. Yet the first contract process many professionals face – onboarding – is anything but. Self-service can help ensure a rapid and painless onboarding experience for your employees, customers, and partners. 

When you present agreements, consents, and all other types of documents to employees, vendors, and contractors in a digitally native fashion, they are significantly more likely to accept them at the moment they encounter them, wherever they are.

Related Content: How A Clickwrap Transaction Platform Can Answer the Challenges of Self-Service

Using standardized agreements and verbiage can help And a standardized contract means less work over time for legal. By giving your legal department more efficient ways to work, you help your company transform agreements from barriers into secure business opportunities.

Quicker Transactions

Speed is king when it comes to online sales, and as part of the IT team, you need to enable ways to sell digitally, quickly. Without self-service in place, however, you can’t deliver the terms management or standardization tools that allow legal to move fast enough to stay out of the sales team’s way. 

By enabling infrastructure to deliver customers pre-approved terms from legal that dynamically render depending on what consumers buy, you will have effectively cut out the middle person and allowed for truly self-service buying. This will allow legal to do its job quickly while focusing on contracts that bring my value into the business, and put lower value deals into a standardized flow.

Cutting out as many points of human intervention as possible and reducing the number of touches needed to complete a transaction can provide a significant boost. 


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Fewer Negotiations

Self-service also eliminates the back-and-forth of negotiations - of contracts that weren’t necessarily open to negotiations anyway. This is great for keeping your team and legal focused on strategic business priorities instead of sinking valuable resources into low-value deals that will never be worth the time or effort involved in getting them accepted.

As many steps as any one agreement entails, your organization is sure to benefit whenever one unnecessary step can be eliminated. As you can see, self-service delivers some serious potential to do just that. 

Self-Service Can Meet Business Needs

Enabling self-service can help your business meet the current needs of consumers and your internal workforce. Not only will it allow you to reach and transact with more customers, but it will also provide a lift to internal teams with far too much on their plates already.

Read more about how you can enable self-service in our eBook, Enabling Self-Service for B2B and B2C Companies!

enabling self-service eCommerce for B2B and B2C

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