Sector Focus: Software | 35
LOOKING TO THE FUTURE
Chris Fisher, vice-president operations (EMEA), Building Supply Division at ECI Software Solutions, looks at the cloud, AI, and e-commerce in the building supply industry
Effectively competing in a world dependent on real-time connectivity and fast transactions, timber and building materials trades are investing in new and better ways to serve independent merchants. The possibilities for e-commerce have grown exponentially, and with it the need to meet modern customer expectations, compete fairly and be successful in a data-driven, digital information age.
It is important to emphasise that e-commerce is not just about online selling – and it is not meant to replace sellers nor relationships with merchants. If done properly, tightly integrating cloud-based e-commerce software with enterprise resource planning (ERP) software can improve inventory management, streamline operations, satisfy buyer demands, instil customer loyalty and much more.
The benefits of adopting this new way of servicing online customers using the integrated functionality of an ERP solution extends outward to customers’ web presence. For example, popular features such as the option for delivery or in-branch collection, product browsing and comparison, and enriched vendor catalogues create limitless shopping experiences, provide solid B2B account management, as well as the ability to build self-service quotes, pay-by-invoice options and more. For building material merchants, particularly independents, these technologies can make them far more competitive when facing the chains, national merchants and dominant online platforms. AI is now a prominent part of many new technology introductions and it’s finding its way into a wide range of cloud-based applications. ECI Software Solutions is already incorporating advanced analytics of your sales and stocking needs, fuelled by AI, into our ERP software. AI features contained to your own ERP data protects you from the risks open-AI programs pose. In my view, that’s the first real change we’ll see with this kind of technology in the building supply industry. Other simple uses include product description enhancements within your catalogue that help with customer marketing. Cloud technology integration releases independent merchants from the heavy (and
costly) lifting of software infrastructure, security, integrations and upgrades on- premises. This enables business owners to stay focused on core business functions and customer engagement rather than spend their time co-ordinating the installation, cost and maintenance of multiple, sometimes disparate, software and hardware technologies. That said, it remains persistently true that many independent merchants are still reluctant to embrace new technology, even if it will vastly improve their business prospects. While I understand the uncertainty, it’s important to make clear that the rise of new retail technology is not a threat. Rather, it’s almost an imperative to keep pace with contemporary customer expectations to compete – indeed, thrive – in the digital era. Timber and builders’ merchants no longer need to stay within the confines of their branch premises to get the work that they need done. Their system is in the cloud, securely accessible from anywhere that has an internet connection. This is a freedom previously unknown to most independents in the building supply trade, but the sooner they realise that the industry is never going back, the sooner they will be able to reap the very real, tangible benefits of a cloud-based system now and well into the future.
That is what we have been saying for quite some time: Start your digital journey now, or you will soon lose sight of your competitors as they recede into the distance, with your
current and potential customers. Make your business transactions pleasant and convenient and your customers will follow. What ECI Software Solutions offers in this space is Spruce eCommerce, a deeply integrated e-commerce solution designed for the unique needs of building material merchants. The digitalisation and integration of these ERP and e-commerce functions result in a lower overall cost of ownership for our customers coupled with enabling them to deliver considerably more value with considerably less effort. We’re justifiably proud of the fact that Spruce eCommerce enables its users to build an attractive, professional storefront website and customer portal with little or no experience in coding, web development or technology project management training. This means that Spruce eCommerce users can easily design their web presence using simple, intuitive drag-and-drop functionality. This not only improves the customer experience by enabling consumers and tradesmen to buy online, but its integration with the Spruce ERP encourages 24/7 customer engagement with its ability to process customer transactions around the clock. There aren’t many, if any, traditional merchants in the UK who operate 24/7/365. But with Spruce eCommerce and Spruce ERP, your branch never closes, and your profitability and customer satisfaction need never sleep. ■
Above: Spruce eCommerce – the software program that never sleeps
www.ttjonline.com | July/August 2024 | TTJ
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