Technology is transforming everyday operations for B2B distributors and manufacturers—streamlining processes, boosting productivity, and improving profits.
That said, investing in the most advanced software platforms will do nothing for your bottom line if you fail in your implementation. Common mistakes, such as trying to do everything at once, skimping on staff training, or failing to gain enthusiastic executive buy-in might hinder your efforts.
The good news is that there are clear steps you can take to greatly improve your odds of success, and here at Continuum, we’ve overseen countless successful implementations.
The following 10 steps will guide you in your implementation of any new technology. And if you decide to work with Continuum, our Customer Success team will be by your side at every step.
Step 1: Start Small & Scale Gradually
Tempting as it may be to put your new technology in place as quickly as possible, that’s not necessarily the approach we recommend. Rome wasn’t built in a day, and attempting a complete overhaul—trying to automate too many established processes overnight—is a recipe for confusion, internal resistance, and poor adoption.
Begin instead by focusing on a single, straightforward process that will serve as your Proof of Concept (POC). For example, if you’re automating B2B returns, you can start with something relatively simple like return authorizations for the most common reason codes.
Once you’ve got that down, you can demonstrate to leadership and department heads that deeper automation is a feasible, efficient, and headache-free alternative to manual processes. You can then use your successful POC as a model for scaling your implementation and recreate success in other areas.
Step 2: Leverage Intuitive Technology
Have you ever tried to use software that wasn’t user-friendly, where you had no idea which button to click to accomplish a task? How likely were you to keep using that application?
Choosing highly usable software is key to adoption, so make sure to purchase platforms with easy-to-navigate dashboards and pre-built business logic designed for wholesale distribution and manufacturing. These platforms typically have the shortest learning curve and the highest adoption rates.
Also, using software with out-of-the-box solutions and configurations tailored for distributors and manufacturers can greatly reduce the burden you place on your IT staff since they won’t have to run around fixing problems created by poor customization.
Step 3: Invest in Training and Change Management
Set your employees up to succeed by providing thorough training on the new software, along with ongoing support.
Make it clear to your staff what’s in it for them, such as reducing their workload, putting an end to monotonous tasks, and allowing them to focus on things that really matter. Those value-added tasks tend to be more interesting for them and more profitable for the company, so it’s a win-win.
Be sure to partner with a software provider that offers robust onboarding, hands-on workshops, and post-implementation support to answer any questions that arise in their day-to-day use.
You’ll also want to train some power users— team members who can champion the software solution and serve as an internal resource to ensure seamless adoption and proper use.
Step 4: Focus on Integrations and Compatibility
Choose a platform designed to integrate with existing ERP systems like Epicor Prophet 21, Infor CloudSuite, Oracle, etc. This will minimize disruption as you adopt the new technology, but don’t just take your software provider’s word for it when they say integration is seamless! Ask to see the tech in action.
One key feature to look for in any new platform is API-driven automation, which may sound complicated, but it’s actually something you already use in countless apps. API is the technology that allows one application to communicate and work with another application. For example, when you order an Uber, the Uber app interfaces with Google Maps to help the driver locate you, estimate travel times, and more.
Similarly, API-driven platforms like Continuum interact seamlessly with ERPs and other systems to ensure hassle-free integrations and automation.
Step 5: Prioritize Documentation and Clear Objectives
As the old saying goes, if you have an hour to chop down a tree, spend 45 minutes sharpening your axe. Proper planning and documentation will help create a smooth implementation process and a more successful adoption.
When it comes to an initiative like automating B2B returns, begin by documenting your current workflows to identify bottlenecks and repetitive tasks that are ripe for automation. Then set realistic goals for each stage of your implementation, breaking larger objectives into smaller, more measurable milestones.
Step 6: Collaborate with Trusted Partners
When investing in large-scale software platforms, it’s essential to choose partners who aren’t in the sell-it-and-forget-it business. Instead, find someone with a proven track record of standing by their clients, preferably someone with plenty of experience working in distribution and manufacturing environments.
Don’t be afraid to lean on your partner’s Customer Success team—that’s why those teams exist! Consult with them on a regular basis and ask for strategic guidance throughout your implementation.
Step 7: Highlight ROI and Efficiency Gains
Gaining adoption requires buy-in from both everyday users and executive leadership. One way to gain buy-in is to present case studies that show how other companies have achieved gains using similar technology.
Demonstrate how automation offers tangible benefits, such as reduced errors, faster processing times, and greater customer satisfaction. You can also use ROI calculators to show how automation boosts your bottom line. Lastly, consider creating simulations that show how automating a single process (e.g., processing returns) can lead to immediate, tangible time savings.
Highlighting the benefits of automation will help you gain executive buy-in, and leaders will help you sell the value of automation to managers and their teams.
Step 8: Use Agile Implementation Methodologies
Agile is a software development methodology whose principles are often applied to implementation as well. The basic principle of Agile is that it’s iterative, meaning that teams work in sprints, evaluate progress, and regroup to adjust their approach and vision as they move forward.
This incremental strategy requires frequent reviews with stakeholders to ensure that progress aligns with the overall mission. Regular checkpoints allow teams to address challenges as they arise, getting to a better solution faster.
Step 9: Automate in Phases
In keeping with the gradual approach mentioned in step one, address your automation in phases. Start by focusing on the tasks that are high-impact and low-complexity—the low-hanging fruit—such as refund approvals or automated notifications in the case of B2B returns automation.
Expand gradually once your initial automations are running smoothly, tackling more and more complex workflows. If you’re automating B2B returns, those more complex tasks might include things like warranty reconciliation or multi-party logistics.
Step 10: Effectively Communicate Value Internally
When communicating to different users and stakeholders, focus your messaging on their needs and solving their specific pain points. Everyday employees will want to know that the technology you’re having them learn will make their jobs easier and liberate them from boring, tedious tasks. Leadership will want to hear about ROI, customer retention, efficiency, etc.
If you’re adopting technology like Continuum, which both your employees and your customers will use to request and manage returns, you’ll want to help your customers see its value. In the case of Continuum, for example, customers can get their returns processed faster, with fewer headaches and less effort.
For more tips on B2B software adoption in general, check out the white paper on how to drive adoption for new B2B technology published by Modern Distribution Management (MDM).
Need Guidance Implementing Continuum?
If you’re thinking of using Continuum to streamline and automate your B2B returns, we encourage you to not only follow these steps, but to reach out to us directly to learn how our Customer Success team will guide you throughout your implementation journey.
We’re not just software providers—we’re strategic partners who will work with you to help ensure your B2B automation strategy is a successful one.
See What Continuum Can Do for You
Continuum is the world’s only reverse-logistics network and platform designed for wholesale distributors and manufacturers. It simplifies returns lifecycle management so you can boost productivity, improve customer satisfaction, and increase profits.
Comments