B2B e-commerce is constantly evolving and becoming increasingly complex, making it crucial for companies to find customized solutions that meet their unique needs. Magnus Blombergsson, Head of Product Experts at Norce, is an expert in this field. With an in-depth understanding of B2B e-commerce and a passion for creating tailored solutions for our customers, Magnus plays a pivotal role in shaping the platform’s development and functionality.
In this interview, we will learn how Norce addresses complex business needs, the unique challenges within the B2B sector, and how our innovative features contribute to optimising the customer experience.
Hi Magnus! What are the main differences in using Norce as a B2B e-commerce platform versus a B2C platform in terms of functionality?
Thanks to its flexible and configurable architecture, Norce is designed to handle both business models. While the core platform is the same, the configuration differs depending on whether we are discussing B2B or B2C. For instance, you can customise the checkout process, payment methods, pricing structures, and user roles based on the specific needs of B2B or B2C customers.
For B2C, features like guest checkout and a quick purchase journey may be more important. In contrast, B2B focuses on more advanced features such as customer-specific pricing, bulk order management, and approval processes.
How does Norce handle complex B2B needs such as large volume ordering, customised pricing, and sophisticated approval processes?
Norce is well-equipped to manage the more complex needs within B2B. We often see our customers handling large order volumes, where a single order can include over 100 order lines. Norce is built to handle such extensive shopping carts, and we also support packaging in fixed volumes—meaning customers can receive discounts, for example, when ordering a full pallet instead of individual items.
Regarding pricing, we offer solutions that automatically calculate the best possible price depending on the customer, contract terms, and situation. A customer can have specific pricing based on their contract or gain access to exclusive campaigns and discounts. For businesses with multiple people involved in the purchasing process, we provide multi-step approvals, allowing companies to set up approval flows where different people have different roles and permissions. This makes the process smooth and secure, ensuring the right person always has the right level of access and control.
How does the B2B customer journey differ from B2C, and how does Norce adapt to it?
The B2B customer journey is often significantly longer and more complex compared to B2C. For B2B, it’s not just about adding a product to the cart and checking out; it often involves multiple stakeholders, extensive research, and evaluation, and frequently, pre-negotiated contracts are already in place.
At Norce, we truly understand these customer journeys and offer multiple features to support them. For example, we provide detailed product information that is especially important in B2B, where buyers need in-depth details. We also offer multi-user account management for the same company, allowing different individuals to have various roles and permissions. Additionally, we offer tools to build interfaces for quotes and proposals, making it easier for businesses to quickly create and manage quotes. For larger customers, we can integrate with procurement systems, enabling purchases to be managed directly through their own systems—simplifying the process significantly.
What tools or features does Norce offer to support long-term B2B customer relationships, such as recurring orders, contract-based pricing, and secure information management?
For long-term B2B relationships, Norce has developed a range of features to make things much easier. We offer recurring order capabilities, perfect for customers who regularly purchase the same products. This allows them to receive their deliveries automatically without going through the ordering process each time. Customers can also easily find previous orders and use them as a basis for new ones or even automate this via an external service.
In terms of contract-based pricing, we have robust solutions that automatically apply the correct prices and terms for each customer based on their specific contracts. This way, each customer receives a unique assortment of products and prices relevant to them. As for data security, we are particularly diligent. We follow industry standards to protect sensitive information and have an advanced system for managing user roles. This means that different contacts within the same company can have individual rights and access levels, ensuring that each person has access to the information and functions they need.
How does Norce enable customised pricing, large product catalog management, or product recommendations?
We have a very flexible pricing engine that allows us to handle everything from volume discounts to customer-specific pricing. These prices can be based on negotiated contracts, or set up with dynamic rules that are adjusted based on the customer’s unique circumstances. This ensures that our clients can offer the right price to the right customer every time.
Product catalogs are also easily managed in Norce, with support for extensive assortments. We offer product administration, categorization, and attribute management features, making even large catalogs easy to handle.
For product recommendations, Norce offers various options. We support product-to-product recommendations that can be configured directly through the platform, and we also enable integrations with external recommendation engines. These can create even more relevant suggestions, often leading to increased sales and improved customer satisfaction. Norce is well-suited to support a wide range of needs in both pricing and product recommendations.
B2B customers often have more complex payment and billing needs. How does Norce handle this, and what integrations are available?
B2B payments and billing often come with built-in complexities, and that’s something we have fully considered. Our platform supports multiple payment methods, from credit cards and bank transfers to specific gateways for B2B transactions. Additionally, rules can be set for when orders should be approved and forwarded, so that invoicing can be seamlessly handled in the customer’s ERP system.
We also support partial deliveries and partial invoicing, ideal for companies that may want different delivery times. Norce can display the entire transaction history, including delivery notes and invoices, directly for the customer.
Regarding integrations, we support a wide range of PSP solutions via Norce Checkout, including Klarna, Qliro, Nets, and Adyen. While we do not offer ready-made ERP integrations ourselves, we partner with several companies that have built connectors to link Norce with the most common ERP systems. This allows customers to manage their order and inventory handling, as well as financial transactions, through their existing systems.
How are user roles and permissions handled, where multiple individuals from the same organization can have different access rights and decision-making authority?
We have placed great importance on managing various user roles and permissions for corporate clients. This is a crucial feature for many B2B businesses. Each company account can define specific roles, such as administrator, purchaser, and approver. With roles, you can tailor permissions and access levels based on each person’s responsibilities.
This means you can control exactly what each role has access to, such as viewing prices, placing orders, approving orders, or managing company details. This ensures that each person has the appropriate access to information and functions while maintaining control over essential business information and preventing unauthorised actions.
When it comes to scalability and future growth, how does Norce adapt to B2B companies' changing needs, especially in terms of security or market expansion?
Norce is designed to grow with your business, so you can be confident that the platform is scalable and adaptable. Our cloud-based infrastructure provides the flexibility and scalability needed to meet increasing business demands.
If you expand to new markets, Norce supports the localisation of language, currency, taxes, and tariffs, ensuring your customers have a tailored experience regardless of region. Additionally, Norce’s API-first approach makes it easy to integrate with new tools and services as your needs evolve. This allows you to build a dynamic e-commerce ecosystem that grows at the same pace as your business.
Security is also a top priority for us. By using Azure’s security features and following industry standards, we can ensure your data is fully protected.
Customer Case: Read more about Blåkläder’s scalable B2B solution with powerful PIM for international e-commerce here.
In summary, Norce Commerce offers a powerful and flexible platform for both B2B and B2C commerce. With a modular architecture and comprehensive features, you can easily adapt the platform to meet your unique business needs. By understanding how Norce’s solutions can support your business goals, you gain the tools to optimise your operations, strengthen customer relationships, and drive growth.
Read more about our B2B solutions here.
