Online becomes the preferred option
TD SYNNEX’s InTouch platform is the hub of its day-to-day business and during the period of enforced home-working, more customers have started to use it on a regular basis. The number of sessions initiated on the platform was up 44% in the period around the imposition of the UK lockdown.
‘There has been a huge demand for InTouch – people need that remote access, because they can’t always use the phone as easily as they could in the office and it’s a one-stop shop, so they really can do everything they need to do there’ said Jack Dingley, e-Commerce Business Development Manager at TD SYNNEX.
The hope and expectation now is that the higher level of usage will continue. ‘That’s exactly what we are hoping for, because it is much more efficient and cost-effective, and it saves the customer time when they don’t have to ring in orders every time. The sales team will still be there of course, and you will still be able to call but hopefully, more customers will start to make regular use of InTouch as well now.’
Resellers may well be seeing the same kind of impact with their own online stores. When working at home, customers have a tendency to use online resources rather than calling contacts. As a result, users are learning new ways of getting things done online. This could mean that more customers will want to have the option of shopping through an online store in the future, so many resellers and retailers may want to revisit their web presence and make use of the live data feeds to provide customers with the best choice of options.
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