Leading convenience store distributor Cooper-Booth has successfully executed on a visionary customer service strategy -- the provision of a holistic ordering platform that accommodates their buyers' preferences. Their offering allows customers to place orders through a sales rep, via an online B2B eCommerce portal, or shelf-side on a mobile device.
This strong omnichannel approach has yielded dramatic results. 75% of Cooper-Booth customers who placed orders via web B2B eCommerce ordered more compared to before the solution was introduced, an increase of 28% in total dollars spent. This is directly in line with industry trends, as according to a recent Forrester study, 60% of companies report that their B2B buyers spend more overall when those customers interact with multiple channels.
This case study details the challenges Cooper-Booth was facing before they implemented their ordering platform, the benefits of an omnichannel sales strategy, and the strong results the company has seen since implementing Handshake's solution.