The Experlogix Digital Commerce Customer Portal is an award-winning, cloud-based SaaS solution that offers your customers the convenience of online self-service 24/7, 365 days a year.
The out-of-the-box product will streamline and automate your sales and customer support processes and allow your customers to order directly into your ERP system, anytime and anywhere.
During this 30-minute demonstration, you will:
- Learn the benefits of a self-service customer portal
- Be introduced to the simplified integration framework
- See how the Experlogix customer portal service will streamline your SAP Business One customer information access
- See how you can meet your customers with the information they want on their timelines
- See a live demonstration of a fully integrated portal (using an SAP Business One example)
Watch the Navigator and Experlogix 30-minute executive demonstration on a Digital Commerce Platform with a focus on a customer portal for SAP ERP systems.
Graham O'Rourke - Product Manager at Experlogix
Jordan Martinez - Sales Director at Experlogix
Jack Thrush - Accounts Director at Navigator Business Solutions
TRANSCRIPT:
Jack Thrush:
Okay, well, welcome everyone to our customer webinar. We really do appreciate you taking the time outta your day to join us for this. We know everyone is busy. We're very excited to introduce Experlogix to everyone, they are a partner of ours. They are gonna be doing a presentation on their digital commerce solution, which is otherwise known as like e-Commerce, B2B, B2C, that type of stuff. They have other solutions they'll, they'll talk a little bit about as well. A bit of housekeeping. Everyone will remain on mute, during the presentation. That simply is because GoToMeeting GoToWebinar is notorious for the dreaded echo chamber. So, we're trying to cut down on the noise. As the presentation is happening, if you think of a question, just, type it into your GoToWebinar, either the question box or the chat box either is fine.
Jack Thrush:
We're gonna log those and hold them until the end. And so as, as the presentation is happening, Just simply enter in there and then we'll, we'll get 'em answered. If for some reason we can't answer the call today, we'll follow up with you. A note also that we will be presenting the solution with the Business One (B1) integration. We have started the ByDesign integration, so we are finalizing that currently but just so for our ByDesign customers that jp on it the SAP side may look a little different than what you're used to seeing. If you were gonna say this at the end, but obviously if you're interested, need some follow-up, or have any questions, you can always contact me (Jack Thrush) or Kevin Meek if he's your account manager. So with that, let me turn it over to Jordan and Graham. Thanks everyone.
Jordan Martinez:
Thank you. Appreciate the introduction and thank you for joining us today. So my name is Jordan Martinez. I am the sales director for North America for Expert Logics Digital Commerce. And with me is Graham O'Rourke. He's our general manager for our digital commerce product. So again, we appreciate you joining us and let's let's dive in. So, today what we're gonna do, guys, is we're gonna talk we're gonna give you kind of a high-level overview about who we are, what we do as a company. We'll talk through some of the challenges with B2B commerce. , we will show a little bit of our platform, and then we're gonna dive into a demo. Graham's gonna show you the product and, and how innovative and, and what it looks like. And then we'll shut it down and have some Q&A. So give everyone a chance to answer some questions or ask some questions and get some answers. So let's go, let's get into it.
Jordan Martinez:
So, yeah, Expert Logics was established in 2002. We have headquarters in the United States, and we have other global offices. We have a very strong history of success and growth in celebrating mutual wins with our clients to implement our innovative CPQ, our docent automation, and then our newest platform, our digital commerce. So we offer this suite of leading-edge business solutions, and they're all designed to make it easier for your customers to buy from you. So no matter how complex your business or your products, it's simple to keep up with the pace of change and create outstanding omnichannel experiences for your teams, dealers, distributors, and clients utilizing the suite of solutions we have. , so, and, and, and with that, they can all work either as a standalone product or as a comprehensive package optimized for full end-to-end automation for pretty much any industry. So we like to try to take, we, we've put strategically put and acquired and built these products so that you, you as a customer have the ability to go from an end-to-end solution to help buying and help your customers buy and make it easier. So this is who we are. Go to the next slide, Graham.
Jordan Martinez:
So as I mentioned, we are a CPQ, so a configured price quote. We have docent automation and digital commerce. So as you could tell, we've been around, like I said, for over 20 years. CPQ, we have 600 plus accounts, 400 plus partners, 60,000 users docent automate automation, 800 accounts, a hundred partners, and 50,000 users. On the digital commerce side, we have over 7 million users. We're in seven countries. We have 40-plus partners and over 300 merchants users. So we are very, very spread out. We are global. We have a ton of users, we have a ton of accounts. We partner with some really large ERP and CRM systems. So we have, we are at a very established customer a very established customer base, a very established partner base. And as you can see, our clients stay with us for an average of 11.6 years. So we have a very strong customer life cycle. Once they get using our products, they realize how valuable they are to their growth and their ongoing success. And we tend to keep our customers for long periods of time.
Jordan Martinez:
So, as I mentioned, digital commerce is the newest platform for us. So the product was established in 2014 thanks to Graham and Graham's team. They were the ones who brought it to life. We have over 50 digital digital commerce employees staged throughout Ireland, the UK, north America, Europe, and Australia. So, we are a global commodity. We have 300 plus deployments, as I mentioned, 40 plus partners. So true. We are a true cloud and SaaS platform. , we use AWS infrastructure. We're a certified solution for SAP and SAP partners globally. So as a solution, we are a very strong product. We are now in, as of a year ago, we were the digital commerce product was acquired and moved into the expert logic portfolio. So now we have the benefit of having Experlogix power behind our digital commerce product.
Jordan Martinez:
So let's yes, so now let's talk about the challenges with B2B commerce. So rapid growth in B2B commerce has always been a huge piece of what happens, right? Covid hit, I would say that that accelerated everything when it came to buying as a buyer in B2B or a B2C, or even just at a personal level, right? But for a B2B buyer, it's complex. You have customer-specific pricing. There are discounts, there are vole orders, vole discounts. , there are, there's so many different levers that you can pull from, right? There's exclusivity of products. So some customers may only have certain products. You wanna make sure that you have livestock and inventory. , then you have the in-depth, my account features. So how do they look at their orders? How do they look at their invoices? How do they submit warranty claims and customer support? And the question then all becomes like, where is all this information? And I'm sure a lot of you can, can attest to this. You might have multiple systems that are managing this. There are multiple sources of truth, right? So it does become a very, very complex cycle and a tech stack. So part of what we try to do is help simplify it and bring everything into one platform to help you service your customers and make everything more efficient. So, next slide.
Jordan Martinez:
So here are some of the things that are continuously changing, and adapting, right? So omni-channels, so the B2B decision makers are using many, many more channels. So in 2023, the average was up to 10 channels. So you start to think of email orders, and phone call orders, and start to think there are text messages that are now taking place. There are faxes that are still a thing. I'm, I'm, I'm hearing from a lot of customers that faxes still take place, right? So you have people walking into branches, you have mobility. So there are so many ways, and the buying cycle is now 24/7, right? So you start to look at the apps. B2B businesses have seen a 250% increase in mobile app ordering because we're all on our phones. Our phones are very easy to access, and most of the time we're always on the go, right? Mobility.
Jordan Martinez:
So you have a 30% increase in client preference for policing orders, checking information on their mobile device. So the ability for you to put your information out there, not just on a web platform that's easy to access from a laptop, but is it easy to access from a phone? Is it easy to access from an app? So many, many different pieces to it. And then of course, there's two times increased likelihood of companies that provide a great digital experience being chosen as a primary supplier. Because at this moment, that is how we all buy, right? That everyone buys, whether it's in your personal life or your professional life. We are so used to making these decisions and pulling the trigger on things online that this is what the new state of B2B is. So, I'll throw a few more stats at you, right? So 80% of all transactions will be in digital channels by 2025.
Jordan Martinez:
That's a forester stat. We have a few more, like for instance, millennials, right? 73% of all buyers are millennials. We've been talking about a generational shift in the, in the old, the old guard and the new guard coming in. And right now, 73% of buyers are B2B B2B buyers, I should say, are millennials, which means that they grew up in this digital environment. This is what they're used to, right? And then 85% of these buyers also prefer using these self-service tools. So when we talk about e-commerce or digital commerce, it's not always like going online and just purchasing, right? There's also that portal piece to it where if you just need to see an invoice, you need to see if things were paid. You need to submit a warranty claim instead of calling someone and having to do that over the phone. The ability for them to manage their account, not necessarily purchase things, but just manage their account, their account is huge and critical for a lot of B2B buyers.
Jordan Martinez:
Next slide, Graham. Alright, and then here is our platform. So we call these our Lego blocks. So we have our e-commerce suite, which is the customer portal, the B2B web shop, and B2C e-commerce. And then we have vertical tools. So like spare parts, safety and PPE electrical wholesale, and more, right? So the ability for us to really kind of hone in on that product. We have the mobile app suite, so field van, sales app, a B2B customer app, and then of course that multi-channel. So we have that punch out the opportunity for our punch out. We have uniform and budget management. So I always talk about, you know, if you're a company that has, you know, employee allotments for PPE and certain equipment with the ability to manage that via online web portal and then of course the ability for us to integrate, right?
Jordan Martinez:
So the pim, the multi-sites, the eca. So a lot of customers are using third-party channels and think of other ways to sell their products outside of their websites. So our ability to sort of adapt to that makes this a really powerful, and if you notice, like all of these Lego blocks are standalone, right? They don't have to be all in one. It doesn't come as a whole one big standard, but all of these have the ability for you to purchase, for you to customize for your business, whatever, meet, whatever that success might look like. And so, Graham, I think with that, I, I kind of cruised through it 'cause I wanted to give you time. So Graham's gonna take over and he's gonna show you the platform. He's gonna show you some of our customer sites and how they've been successful. So take it away, bud.
Graham O'Rourke
Great, thanks very much, Jordan. Hello to everybody. , you might notice my accent. So I'm coming in from Ireland today. , and I want to thank Navigator. It's, it's great for us to have this opportunity. , so as Jordan said, the opportunity is, is big, and our solution is very much a product solution that has these Lego building blocks. So you may have different challenges in your business, and we feel that across that whole breadth of digital commerce we'll be able to find the right building block for you and have that integrated into Business One or ByDesign. So today I'm gonna show you some examples. So I'm just gonna share my screen here and hopefully everybody can see this. , Jordan will let me know if there's something up. So I'm gonna bring you through some examples because I think that gets it across really most clearly.
Graham O'Rourke:
And we're gonna focus on the e-commerce side of things to start. So Jordan mentioned first of all, that some of you may have a portal need. So a portal would be a web portal for your customers, something like there's a, a US customer, we have Presidio Presidio supply electronic equipment to large corporations. , so their customers log in through a portal, and then they can do things like manage their account and reorder. , I'm gonna show you some of this on our demo sites in just a moment. , but I just wanna walk you through, some real live customer examples. As you can see here, this is metal supply fiber optic cable to telecommunications companies. , so very specialist kind of business, very much wholesale B2B. And again, their customers can log in they can even self-register.
Graham O'Rourke:
So in this case, an MTEL customer can come to place their email address here. We'll check in SAP if there's a match. If we find that contact, we'll allow them to set up a password and then they'll be able to come back, log in, and order. So we are really automating a lot of business processes, including, if you wish, the, even the signup process at the end of the spectrum. We have obviously B2C. So in this case, this is a retailer selling throughout the world with jewelry. In this case, all of this connected back into ERP. So all of the prices are being driven from ERP the codes match, and the sales orders go in. So we're really automating the whole process and yet making the buying experience really easy for your customer.
Graham O'Rourke:
This is a B2B example, and in this case gonna show you, some of the examples here. So, we might do something like, for example, search for a handle, okay? And you can see here, there are matches on products. There are matches on categories. And if we look at say the handles, we're gonna see all the different types. There's some great filtering. And as I'm pointing these features out, you're gonna see another example shortly. You'll notice that actually, although this is branded for you, it's your company branding as it is Clip Springer in this case the features are productized. So we're able to configure these really quickly. So how we deploy this for you is to apply your branding, and configure, and it is not a big development project is very much a product-based SaaS approach. And we're gonna see more in that as we go.
Graham O'Rourke:
So we can filter by color lent, and obviously this is all customized to an individual customer. , we can click on a product to see the details. In this case, you can see that if I pick, for example, the longer handles, not all colors are available. , the text is quite small, but believe me, there are 64 in stock in blue, 66 in red, and 37 in yellow. So all of these items are matching item codes in SAP all the pricing and the stock values are configurable. In this case we're showing the exact number, but in other cases, we could just show in-stock, out-of-stock, and all by configuration. So the setup is really, really fast. We can also do units of measure or pack sizes. In this case, there's a single or a case of six, and obviously the price changes as that is ordered.
Graham O'Rourke:
Jordan mentioned some of the vertical packs or the additional industry-specific functionality we have. In this case, this is someone using our spare parts pack. And it's, it's quality tractor parts. So it's tractor parts in this case. Again, they sell globally. , you can switch languages and change to different countries, but share that catalog because what you don't want to do is maybe have five sites for different countries and obviously then have to edit all this product information for each market. , so we're gonna go through here and you can see the product details. In this case, they referenced many different item codes. So if I search for this code, for example, you can see it will match two items, one of which is this product. And with spare parts, be it automotive, tractor, electronic, or domestic appliances, even often there's a make model and then a category option.
Graham O'Rourke:
So if I go by make model, I'm looking for parts for a Fiat, maybe it's a Fiat 55 series, and I'm looking for a filter. And so you can see the filters available straight away for that make-model match of course I can go by category. So what I might do, first of all, is I might go by filter and then I might decide to go to Fiat, and then I might go to the 55 series. So we're making that journey really, really easy for your customer. And alongside that, as you can see with some of these filters they may, for example, match a whole load of machines. In this case you can see very many. , they may have many, many, many item codes, competitor references, et cetera. And you want your customers who may go straight to search to find this product really quickly.
Graham O'Rourke:
, and they may be in multiple categories. In this case they're under filters and under fuel. , and there's a particular plugin we have for PDF. So here we can find the product in the catalog. It goes straight to that page. But if that's not the item I want, I could just click on here, one of these other products, and then go to go and see that item online and buy that one instead. Okay? So I really welcome questions in the box, so please do ask them. Now, what I'm going to do is just bring you through our demonstration website here so I can get to show you what's behind the scenes. , I'm gonna switch between SAP Business One, which you can see on my screen now I hope. And our demonstration site here, I'm gonna log in as a B2B customer and just kinda show you the power of that integration with SAP.
Graham O'Rourke:
, so if I log in, here we go. Okay. The first thing you're gonna see when I click on my account is it's, this is my business partner code here. So if I come in here and I'm looking at business partners, and I'm gonna look at business partner master data, and this was P zero one, and you can see here my account balance is 1 2 7 20. , you can see under payment terms that my credit limit is half a million dollars. And when I come back here, you can see exactly that same live information as I log in. So this is very much connected to that business partner or account in SAP pulling all the essential information out. So we don't have to duplicate any of that information. As I look at examples of addresses, these are the addresses that are on the account in SAP. As I look at the order history, we've got the live orders that are in SAP. So I'm gonna just demonstrate that as well. So here, I've got this item here that was ordered previously, and I've got 10 of this item, and its order numbers are 3, 9, 8, and 6. And as I come in here to sales and I look at sales orders, and we're gonna look for 3, 9, 8, 6 oops, sorry, wrong one.
Graham O'Rourke:
Clear that. There we go. I just go back one, that'll be easier. Sorry. There we go. 3, 9, 8, 6. And we've got 10 of these items here in SW five. , and you can see there's a 5% discount. So just to get you to understand this live integration, this customer placed this order online, but maybe they telephoned up. So this is this omnichannel or multichannel experience, and they say, look, hey, I want, I want 20. I forgot I made, I made a mistake on the order. So I'm gonna update that order in SAP, and then if I come online and just refresh this page, you can say it's linked automatically in real-time to that order. So any mistakes, any multi-channel influence we're getting a complete picture. We're getting all the order history, not just the orders placed online, but the orders that came from every other channel as well.
Graham O'Rourke:
And of course, I can look at closed orders. And here I can see in this one, you can see there was one item and that item is already shipped. That order is closed. Okay? We also have full source support for quotations. So I can also view quotations. , I can even do an online quote to sales order conversion. So I can do that whole process where you may issue a quotation from SAP, it arrives with me, the customer, I can check it online and I can convert that sales quote to a sales order. Okay? , some other pretty cool features we have. , so if we look at top products, we've gone real-time into SAP, we've taken out for this business partner, the things they order most frequently. So now I can start to build an order very quickly from here and say, Hey, I normally order this.
Graham O'Rourke:
So yes, I want to order one of those. Maybe I want to order 10 of these items. I normally order 72 of them, so I wanna order another 72 of these items. And I'm building up this order, as you can see very, very quickly. Okay? And that's how quick that can be. Of course, I can search. So if I go to , a code, I know for example SW five because a lot of our customers know the codes, I can see an item and I'm seeing my price. So this is my price according to SAP, and I'm seeing the value breaks for this product. And just to kind of demonstrate again, the power of that we look at inventory and price lists period vole discounts, this customers and price list one, looking at SW five. So here, what we're gonna see is that I can set the vole breaks for this customer.
Graham O'Rourke:
So I'm gonna add another one. So say I was doing this and I'm gonna offer them a 30% discount if they order that many. Just gonna update this now in SAP, and as I refresh, you can see I've got this extra level of break. So there is no need to double-enter pricing. You know, SAP is the master. We're taking this real-time information out to your customers when they log in, they get that personalization of, this is my price, my discounts, and that extends to all of the vole and period discounts, for example, in, in, in SAP. So I can, I can place that order online now and do that. So the checkout is really, really straightforward as well. Again, I can have saved addresses that can be brought across from SAPI and can add a reference. So that might be a navigator.
Graham O'Rourke:
, and please deliver SAD. So at this point, we have a choice, obviously a lot of B2B customers go straight on account and you'll have agreed payment terms, which is the default. But as you can see, we can offer many other payment options, including credit cards. We're just gonna proceed and place this order, and that order will be placed live into SAP. So I would get an email with an order confirmation showing me all the details of the order as a customer, if I go into my account of course, and check my order history, I immediately see there's a reference. I'm immediately seeing the order that was placed and there all the details. And if I go into sales order history here in SAP and just check the latest order, you'll see it is right here there are the remarks I added.
Graham O'Rourke:
There's the customer reference number and we have other features that even allow customers control the delivery date preference on the sales order. So some of the absolutely live integration features. , as Jordan mentioned, there are many functions here on the left, and they're all part of that customer portal and account management facility, as well as having the ability to run a full website and manage all of these products in a very simple way and all integrated into sap. mm-hmm, <affirmative>. So that's a lot to take in. So I'd like to leave it there for today. Welcome any questions. , and of course we'd be more than happy if, if there's some interest with Navigator to do a one-to-one demo with you in the future. So thanks for your attention, then we'll lead to questions.
Jack Thrush:
All right. Thank you Jordan or I'm sorry, Graham and Jordan, so let's see. We've got a question here. Will it convert the quote to a sales order in SAP by business by design as well?
Graham O'Rourke:
Yes, it'll, yes. , and in addition, payments , are mostly placed on account. There's a little bit of configuration. It depends on exactly what system we were in, but we do try to automate those end-to-end processes.
Jack Thrush:
Perfect. Looking at the chat and the questions, see any more popping up if anybody else has any questions. , we got a pretty large group here today. Let's see. How do SA approvals work with order entry? , I assume that is taking an order on the website sent over to SAP. , I assume it would go into a draft mode, so I probably could be configured to do it that way, and then you could follow your normal approval steps in Business One or ByDesign. Does that sound about right?
Graham O'Rourke:
Yeah, that sounds right to me as well. , what we can do also is typically we've, we've flagged those orders that come from the web with an extra field that gives it the web reference and, and gives it the type. So there's like a user-defined field, that will allow you to do that. And then that allows you to kind of, you know, decide what, the process is once that order hits SAP. Yeah, yeah.
Jack Thrush:
Yeah, I think that's, I think that's pretty straightforward. , we do have a question about the estimated implementation cost. , we can cover that individually with each with each customer. So Melissa, I'll follow up with you on that. The way we, just to follow up on that a little bit, the way we had discussed rolling this out, and I think the model that Expert Logics uses is to have a more of a standard solution. , because as, as everyone can probably guess with e-commerce and digital commerce you could, the project can be never-ending, right? <laugh>, because you're always wanting to add things and make it, you know, more easy for your customers to use. But we found that initially at least you want to get that win. , so get it implemented, standard functionality, standard integration, and then go from there. , so that's kind of the model we're gonna be rolling out.
Jordan Martinez:
And yeah, and I would, I would add to that one of the best features of our product and our platform is, is the ability to scale with your business. So as your business grows and as your needs grow, the ability to configure the platform and have it integrated properly is really, it's phenomenal. So that, you know, you kind of hit the nail on the head, like we always suggest, like start with standard out of the box, and then as we, you know, learn more and more about your business and you start to see things about your business that you want to change, we could start to have those conversations for like a phase two, phase next type of so yeah.
Jack Thrush:
Great. Great. Okay. I don't wanna hold anybody longer than needed, anything else? , oh, excellent. Yes, you have Kevin and I's contact information. I think everybody on the call already has it. Oh, yeah. So copy of this we recorded this webinar, so once Sean and our fabulous marketing team do their magic with it we will send out the link to folks who joined, so you can share it internally. And then again, everybody on the call knows Kevin and myself, but just in case there's our contact information if you have any follow-up questions, feel free to send them to us and we'll get 'em answered.
