The new customer portal
provides personalized product selections, individually negotiated prices and
streamlined reordering (vital in B2B where repeat orders are frequent). Customers
can now get real-time order/delivery updates, plus easy access to contract details,
invoices and supporting documents. They can also access a full product catalogue,
including integrated quality and regulatory information — especially important in
the highly regulated nutritional products industry.
With so much functionality
available through the portal, customers can manage more of their purchasing
themselves. That means faster and more convenient buying online, and an experience
that aligns with today’s higher expectations of what a digital service should be.
Indeed, the early feedback from customers has been overwhelmingly positive.
With the new Portal, customers
can get services instantaneously and at any time of day and week, which greatly
improves the service quality. At the same time, DSM’s customer care agents have to
handle far less routine administrative requests from customers, enabling them to
focus on providing a specialized “white glove” service to DSM’s most valuable
What’s more, thanks to the
project’s ongoing feedback loop, the organization’s culture has become more
customer-centric. Its ways of working are driven less by static technical
requirements and more by a dynamic understanding of customer needs. And it can now
combine analytics and continuous feedback from relevant touchpoints across the whole
customer journey. That insight is vital, enabling DSM to keep innovating and
improving the user experience. It also opens up new opportunities for growth, such
as enabling single one-off payments for smaller customers who don’t have a
pre-existing account with the business.
Of course, customer experience
is never complete. It must continue to evolve with customer expectations and
business requirements. That's why DSM's new data-driven and customer-centric
commerce platform is so important to its growth strategy, now and in the future.