InSynchrony, the grand annual event of InSync successfully took itself to a digital platform this year, owing to the Covid19 pandemic. The company to invest in Customer Experience (CX), B2B E-commerce in 2020

The unfortunate Coronavirus pandemic has caused the cancellation of most events and conferences across the globe, many of which have thus taken the aid of digital platforms and gone fully digital in their operations and execution. InSync Tech-Fin Solutions Ltd. is one of the prominent players in the iPaaS and B2B industry who have been quick in adapting to the crisis. It took its biggest event of the year, InSynchrony, to a fully digital base today in Kolkata, WB, India. With almost 90 people coming together to connect, present, engage, and perform at the digital event, InSynchrony 2020 was a grand success.

InSynchrony 2020 marked the end of the successful financial year 2019 and took a leap into the giant plans of FY 2020. This year, the tech organization is investing heavily in CX and B2B Solutions. Besides plans of further upgrading its popular iPaaS (Integration Platform as a Service) product APPSeCONNECT, InSync has put in a lot of dedication in understanding and leveraging customer experience and the need for integrated B2B solutions for B2B merchants operating offline.

Key Highlights and Future Plans:

• Customer Experience (CX) Transformation Matters More Than Ever!

With the growing pace of the online market and the competition among the ecommerce merchants, the need to bring and maintain a smooth and healthy customer experience is essential. Nowadays, the customer experience journey matters the most – a brand can achieve success and productivity only if it has a reliable customer base. In fact, one negative customer experience can make a merchant lose his clients. According to PwC, 32% of customers will stop interacting with a brand after a single bad experience, and 45% will switch after three bad experiences.

Knowing its global importance, it is now time for InSync to step up the level of customer experience. InSync has planned to dive deep into the strategies of a robust and smooth customer experience this year, with the idea of delivering the best customer support and the journey experience there is. Over the period of time, customer experience has become one of the best ROI contenders, and this is why it has also gradually become an actionable, monetizable goal in which companies from all around the world are investing.

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Believing in the idea of keeping the customers satisfied and happy, InSync has planned key strategies to work on. Some of them include:

• Clear customer vision – knowing who we are catering to
• Understanding the customers and their requirements
• Creating an emotional connection with customers for the utmost loyalty.
• Capturing feedback and working on them, etc.

InSync is very glad to help its customers during this time of dire needs. It has been appreciable on their part to support and provide solutions to their clients digitally so that the business processes and their lives are not hampered. Here is what one of InSync’s customer said:

“Even in these difficult times, the support we got from the InSync team has been very important. Their support saved my daughter’s life. So in a way, InSync did!”

Keeping the customers happy is, in fact, true! According to Esteban Kolsky, a renowned analyst, 72% of customers will share a positive experience with 6 or more people. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more.

Also, the way the online market worked has changed significantly over the period of COVID-19. Consequently, a changing trend has come to play in the customer experience industry as well. Earlier what used to be a personal level, interactive, relevant, real-time customer experience actions, are now taken over by digital, secure, quick responses that support the critical needs of the time.

• B2B is the new B2C

With the changing trend of the market, not only individuals but also businesses are adopting the online arena to expand their operations. In recent years, the B2B module of business has grown exponentially with major business organizations investing and adopting it. It is now the game of organizations making endeavors in creating and retaining customers. Since a B2B solution provides more power to the users, global leaders and intellectuals believe the next way of progress in the online industry is through B2B eCommerce.

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Consequently, creating a seamless, convenient and intuitive customer experience journey for B2B buyers is crucially important. Focusing on the buying roadmap of the customer to deliver a world-class shopping experience is the top-notch priority in the market. It is also important to note that most of these B2B buyers are tech-savvy millennials who are the best judge of how robust and clean your customer experience strategies in the B2B arena are. With the regular buying processes, the millenials treat B2B as the new B2C and it is these millenials the business organizations would target to skyrocket their supply chain management and expand as a brand. As a matter of fact, in organizations, 73% of the millenials provide direct input in the B2B buying process and around 34% act as decision-makers.

With the inevitable outbreak of the global pandemic Coronavirus (COVID-19) in 2020, the inevitable change of the B2B industry landscape has also taken place. The pandemic has made B2B merchants and buyers transform the way the market worked – B2B distributors of medicines and safety equipment are gaining huge demand and so are the manufacturing units; on the other hand, suppliers are being hoarded with orders but are unable to provide the raw materials. The supply chain management has been definitely hampered by coronavirus – we do see companies making investments on their existing commerce sites to address the concerns around demand and supply. A significant rise in the online presence of B2B players has been noticed, with more people approaching brands on a digital level. Also, this pandemic has brought a change in the delivery styles for B2B merchants and organizations are stepping up to cater to this “new normal”.

To cater to the growing B2B demand in the market, InSync feels proud to bring forward its flagship B2B platform – B2BeCONNECT. B2BeCONNECT is a next-generation automated and integrated B2B eCommerce solution that helps businesses transform the way they work by inculcating out-of-the-box B2B features and functionalities to existing websites. This solution helps a merchant step into the B2B arena and provides limitless power to customize business processes according to their requirements. Merchants can now provide a frictionless buying experience and gain loyalty and business growth, all at the same time.

Ensuring health and safety of the employees

Keeping the COVID-19 issue in mind, it was a remarkable effort by InSync to conduct this annual event entirely on a digital level. With over 90 attendees, InSync showed how nothing could stop them.

The health and safety of its employees have always been a major concern for InSync and this year they did all in their power to fight back the pandemic. The Work-From-Home culture within InSync is strong with employees working professionally and tirelessly to meet ends. In the time of this global slowdown, it is important that organizations and employees maintain job security and that’s what inSync is doing. According to Mr. Atul Gupta, “We need to put in twice the effort to come out stronger from this situation.”

With more and more companies working remotely during the pandemic, it is only a matter of time when this remote working becomes a new trend and a new way to work. InSync is all game for this – believing in the idea of constant innovation, InSync has proved to be a true digital organization. InSync has already taken endeavors and steps to support the new ways of remote working – implementation of robust tools and processes to ensure the smooth running of systems, employing better tools of communication to reduce gaps between employees, setting up a digital workplace, etc.

InSynchrony 2020 marked a major breakthrough for the company, while pushing the world of digital commerce into further progress with a vision of bringing a brighter future for businesses in the world of technology and connectivity.

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