COVID & XAPPS Blog Series
Excel in eCommerce with e-Emphasys’ ePortal
This is the third blog in our series exploring the benefits each of the e-Emphasys solutions in a post-COVID world. In this blog, we analyze the current status of eCommerce in the world and in the heavy equipment industry more specifically. We also take an in-depth look at e-Emphasys’ ePortal solution and how your business can deploy it in order to excel in today’s environment.
When the COVID-19 pandemic struck, business halted. Customers were no longer going out to brick-and-mortar stores or dealerships unless absolutely necessary. Online revenue growth was up 68%, as of April 2020. And 72% of consumers are using their mobile devices to shop and complete transactions. “We have seen a change in volume of online orders since the pandemic. Actually, before the pandemic really hit there was a surge, and during the hit we saw the surge continue,” explained Jason Stephenson from SMS Equipment, a current customer and user of e-Emphasys ePortal.
Businesses with established eCommerce presence were more prepared for this drastic shift to online business, while those without, struggled. Even with adequate eCommerce functionality, many online retailers are facing challenges with supply chain, order management, and fulfillment due to the surge in orders.
Fortunately, a vaccine is on the horizon. This, however, does not assure that business will be back to usual in the near future. In just a few short months COVID-19 has accelerated digital transformation years into the future, and most industry experts expect that the adopting of online solutions will only increase as we move forward. Customers have enjoyed the ease and 24/7 availability that comes with eCommerce. With self-service online platforms, your customers can access key information at the click of a button. No longer do they have to wonder if the product they are searching for will be in store when they get there. We are now in an eCommerce era, and e-Emphasys has the solutions you need to not only navigate this but to excel.
e-Emphasys’ ePortal provides your customers with complete self-service eCommerce capabilities all without taking precious time away from your customer service teams. This eCommerce platform doubles as a self-service portal for dealership customers, serving as an important source of information.
“ePortal is SMS Equipment’s go-to customer portal. It is convenient, accurate, informative and a great resource for our customers. The overall theme of ePortal is that it improves accuracy, it reduces errors, and it improves efficiency for us as a whole.”
– Jason Stephenson, SMS Equipment
Divided into 5 modules – commerce, self-service, my account, admin, and channels – our Customer ePortal covers all facets of your business and all your customers needs. Take a deep dive into each of the modules, download the e-Emphasys ePortal Datasheet.
e-Emphasys ePortal yields benefits to you and your customers across all aspects of your dealership:
- Rental – Customers can manage and track rentals, create service requests and receive maintenance alerts, review insurance, open quotes/ orders, and more.
- Service – Customers can view, track and manage quotes and orders, service requests/calls, and status updates and monitoring.
- Parts – Customers have the ability to search and sort inventory, shop OEM parts inventory, complete transactions through payment gateway integrations with shopping cart.
- Finance – Your teams can view customer details, manage invoicing, and conduct secure, online invoice payments
“One of the things our Parts Counter tells us is that the call volumes reduce, which gives them the time to focus on high service for the customers,” said Jason Stephenson. “He continued, “Another item that happens is that customers place orders throughout the night when the counter is closed. Sometimes they get in in the morning and have 50 orders waiting for them, they process these orders, and by the time they follow up with the customer, the customer is happy, everything is set up. It does save a lot of time.”
With out-of-the box integration with the e-Emphasys ERP, all data is shown and updated in real-time on both platforms. This one-stop solution for parts eCommerce and 360° customer self-service solution yields greater visibility and increased operational efficiency for your business.
Compatible both on browser and on smartphones, your customers have the ability to perform comprehensive searches and sort through your parts inventory. ePortal enhances your customer experience by providing your customers with 24/7 access to ordering, viewing availability based on proximity, reviewing past orders and order history, and more.
User experience was of paramount importance while developing the e-Emphasys ePortal. From personalization option on the admin side to tracking order history, frequently ordered lists, and credit availability details, customers easier and faster experience. ePortal is even outfitted with language and currency support setting. This feature was very beneficial to SMS Equipment who is able to operate seamlessly Canada and Mongolia.
eCommerce is here to stay and e-Emphasys’ ePortal is the tool you need to bring continued success for your business in a post-COVID world. If you are ready to learn more check out our ePortal Datasheet.
Check out SMS Equipment’s Success Story to learn how ePortal provided them with increased efficiency and visibility!