Challenge

As its integrated commerce program grew, one global packaging manufacturer needed a clearer view of what was happening across their customer’s accounts.

That growth created some new challenges. Leadership wanted a better way to understand program performance across all integrated customers, and internal teams needed faster visibility into areas such as delivery concerns and buyer erosion.

All of their connected customers used PunchOut and PO Automation, while some of them also had Invoice Automation as part of their program. The business had no shortage of data, but it needed a more practical way to use that information for account planning, issue identification and resolution, and future expansion.

“We were losing revenue we didn’t even know was at risk. Analytics Plus showed us exactly which buyers were browsing but not converting, and we could finally have a real conversation about why.”

– Director of Customer Experience

Solution

Like all of TradeCentric’s customers, the manufacturer already had access to Analytics for core visibility into transaction performance and program activity. To better understand buyer behavior, revenue risk, and cross-solution performance, the supplier added Analytics Plus, an optional enhancement that builds on the standard Analytics with deeper dashboards, expanded filtering and exports, partner-level insights, and revenue-impact analysis.

Analytics Plus allowed the supplier to make their commerce program data more useful across teams:

• Leadership introduced a quarterly review process using KPI Dashboards to monitor active trading partners, order trends, value by status, and performance across solutions which gave the business its first consistent, cross-solution view of program health.
• Operational teams used Activity Dashboards and bulk exports to cut investigation time when delivery issues surfaced, allowing them to compare transaction patterns, identify trouble spots, and respond with more context.
• Sales and eCommerce teams were able to use actionable data to increase conversion, retention, and revenue by targeting outreach to buyers who were returning carts without completing orders and to companies with low-activity integrations.

This cross-solution visibility also helped the business identify accounts ready for expanded integration, such as Invoice Automation, without waiting for buyers to request it.

“Before Analytics Plus, we were treating every integrated customer the same. Now we can see who’s driving growth, who’s stalled, and where to focus our energy. It completely changed how we run our program.”

– Director of eCommerce

Results

With Analytics Plus, the manufacturer moved from reactive reporting to proactive program management, and started recovering value that had previously slipped through the cracks.

Leadership gained better visibility into performance across the entire program’s performance at the customer level, while sales, eCommerce, customer service, and operations teams had a faster way to identify under-engaged accounts, investigate delivery-related issues, and prioritize follow-up based on actual buyer behavior.

Through the information Analytics Plus provided, an account was identified as high risk due to high cart abandonment and low integration usage. A plan was put in place to address the customer’s impacting issues and they were successful retaining the account.

Just as important, the business was in a better position to expand automation strategically. Instead of waiting for buyers to make requests, the team could use insights to spot where Invoice Automation and other solutions made sense, and have those conversations earlier.

“We went from checking on our integrations to actually managing our business with them. Analytics Plus gave us the visibility to be proactive instead of reactive.”

— eProcurement Program Manager

Learn how Analytics Plus can help your organization turn integration data into action.