The era of self-service is here
Buying behaviour has undergone a huge revolution in the last decade, and the pace is only accelerating. Customers, both consumers and business buyers, increasingly want more control over their own purchasing processes. They search for information independently, compare options online and expect to receive tailored solutions with ease. This self-service trend is not a passing phenomenon, but the new normal.
At i3D, we see this change every day in our work with manufacturing and construction companies. In this blog, we’ll delve into how this transformation is playing out in both the B2C and B2B markets and, most importantly, how product configurator is emerging as key player in this new world.
The consumer and the buyer have the same need
Whether you are a consumer buying a sofa or a company buying a complex system, the basic dynamics are similar: buyers are digital.
- In the B2C world, the growth of e-commerce and the proliferation of mobile devices have given consumers unprecedented access to information. Buying paths are no longer straightforward, but complex journeys between different channels. The COVID 19 pandemic in particular sealed the role of digital channels and self-service. Younger generations are leading this trend, but other age groups are also increasingly valuing autonomy in their purchasing decisions.
- In the B2B arena, the change is equally dramatic. Business buyers do up to 57-90% of their background research online before making any contact with a seller. They expect the ease and control familiar from the B2C world. Efficiency, speed and the ability to explore solutions on their own terms are key. The role of the salesperson will not disappear, but it will change: the information provider will become a valuable consultant and a trusted advisor for more complex purchases.
In both markets, the need for transparency, speed and a sense of control is emphasised. It is precisely this need that product configurators meet.
Product configurator: an engine for self-service and customer experience
What is the product configurator then? To put simply, it is a software tool, often web-based, that allows customers or vendors to customise products or services within a set of rules and options. Best of all, the result is often visualised in real time and the price is updated according to the choices made.
Why are product configurators so effective?
- Improved customer experience: The customer gets exactly the product they want, and being involved in the design process increases engagement and satisfaction. 3D visualisation makes the experience tangible and reliable.
- More sales: When customers can easily customise the product and see the effects, the decision to buy is made faster. Configurators can also increase the average order value and open doors to additional sales.
- Operational efficiency: Errors are reduced when the rules engine only verifies valid configurations. Only rules that ensure that the rule set ensures that the system only runs when the rule set is validated.
- Cost savings: Fewer errors means less waste and lower return rates. Sales staff time saved from manually sorting out complex customisations.
Inspiration can be found in Tesla’s car configurator, which makes buying a complex product online intuitive and visually appealing, or Nike By You, a pioneer in mass customisation.
Efficiency in manufacturing and construction
Especially in B2B sales, where products are often complex, customisable and made-to-order, configurators excel. Mistakes are costly and getting the visualisation right is a challenge without the right tools.
At i3D, we specialise in just that. We know that in the glass and aluminium sector, for example, products such as windows, doors, facades and balustrades almost always require bespoke work. Customers need to be able to specify dimensions, materials, types of glass, profile finishes and fittings, and see what the end result will look like and what it will cost.
i3D’s CPQ (Configure, Price, Quote) solutions provide a powerful tool for this:
- 3D visualisation: customers and sellers can see the product in 3D and try out different options on the fly.
- Automated design and production documentation: the system can generate the necessary information, such as product structures (BOMs), cut lists and assembly documents directly to production.
- Time savings and increased sales: dramatically speed up quoting, reduce errors and increase customer enquiries by making even the most complex product easy to understand and order.
However, the real power of configurators lies in their integration with other enterprise systems, such as ERP (Enterprise Resource Planning), PLM (Product Lifecycle Management) and CRM (Customer Relationship Management). When information flows seamlessly from sales to production, the entire order-to-delivery chain becomes more efficient.
Prepare for the future today
How can your business succeed in this changing purchasing environment?
- Embrace digital self-service: it’s no longer a “nice-to-have”, but a basic expectation. Invest in user-friendly web solutions and self-service tools.
- Invest in transparency: provide easy access to information on pricing, specifications and delivery conditions.
- Optimise the digital experience: make sure all digital touchpoints are intuitive, fast and mobile-friendly.
- Make strategic use of technology: deploy product configurators, CRM and analytics. Ensure integration between systems.
- In the future, AI will further enhance personalisation and automate processes. Hyper-personalisation, advanced 3D and AR visualisation and seamless multi-channel capabilities will be key. Product configurators are an excellent platform to take advantage of these trends.
The independent buyer has the opportunity
The change in purchasing behaviour and the rise of self-service are not a threat, but a huge opportunity for companies that are ready to adapt. By providing your customers with the tools to independently tailor solutions to their needs, you will not only improve the customer experience, you will also improve your own efficiency and increase your sales.
Product configurators, in particular advanced 3D CPQ solutions, are a key piece of this puzzle. They give power back to the customer in a way that benefits all parties involved.
Interested in learning how i3D can help your business meet the needs of the modern buyer and streamline your sales process?
Contact us to discuss further how we can work together to build the best product configuration solution for you!