Our sales team is skeptical that customers will actually use self-service ordering. How do your other B2B clients handle adoption?

Sales skepticism is normal. The key is making self-service genuinely easier than calling. Clients with well-designed B2B portals typically see 30-50% self-service adoption within the first 6-12 months.

Results & Adoption

Q: What does "success" actually look like 6 months after launch?

Operational efficiency gains, measurable time savings, self-service adoption (30-50% for B2B within 6 months), platform stability, and confidence in the roadmap. We don't promise hockey-stick revenue growth—a better platform enables growth, it doesn't create demand.

What does "success" actually look like 6 months after launch for a company like ours?

Six months post-launch, successful implementations typically show:

Operational efficiency gains: Your team processes more orders with less manual intervention. Data flows between systems without someone re-keying information. Customer service has one source of truth instead of three tabs open.

Measurable time savings: If discovery identified that your team spent 20 hours/week on manual order processing, you should see that number drop significantly—often by 50% or more.

Self-service adoption (B2B): If you have a dealer or wholesale channel, you'll see customers placing orders, checking inventory, and reviewing invoices without calling a rep. Adoption rates vary, but 30-50% self-service within 6 months is common.

Platform stability: No emergency calls, no unexplained outages, no "the site is slow again" fire drills. The system handles traffic spikes without drama.

Confidence in the roadmap: You have a clear Phase Two backlog and a partner relationship that makes continuous improvement feel manageable rather than overwhelming.

What we don't promise: hockey-stick revenue growth purely from the replatform. A better platform enables growth—it doesn't create demand. If your marketing and product strategy are strong, you'll capture more of that demand. But we're realistic about what technology alone can deliver.

Our sales team is skeptical that customers will actually use self-service ordering instead of calling their rep. How do your other B2B clients handle that adoption curve?

Sales skepticism is normal—and often justified if the self-service experience is clunky. The key is making self-service genuinely easier than calling.

What drives adoption:

Account-specific pricing is accurate and visible. No "call for quote" friction.
Order history and reordering are effortless. One-click reorder beats reading SKUs over the phone.
Real-time inventory and availability. Customers trust what they see.
The experience is actually good. B2B buyers are B2C consumers in their personal lives. They expect Amazon-level usability.

What we see in practice:

Clients with well-designed B2B portals typically see 30-50% self-service adoption within the first 6-12 months. Some hit higher—especially for reorders and routine purchases.

How to bring sales along:

The best implementations position self-service as a tool that frees sales reps to focus on higher-value activities (new customer acquisition, complex quotes, relationship building) rather than taking routine reorders.

Some clients incentivize sales reps based on portal adoption in their accounts. Others simply track the data and let results speak: when reps see customers happily self-serving, skepticism fades.

The worst approach is forcing self-service on customers who aren't ready or building a portal that's harder to use than calling. We design for adoption, not just functionality.