Why your B2B customers expect a next-gen self-service customer portal
B2B buyers are changing. They now expect the same seamless, self-service experiences they get from consumer platforms like Amazon. But IT sales—especially when selling services—are far more complex than traditional e-commerce.
A recent Gartner study found that 77%of B2B buyers found their last purchase difficult or complex (Gartner). Traditional IT sales involve back-and-forth emails, manual quotes, and lengthy approval processes. Customers want transparency, automation, and control over their purchases—without waiting on a sales rep.
So, how can IT resellers and MSPs meet these rising expectations? A next-generation customer portal with a powerful services builder changes the game, allowing businesses to sell not just products but bundled services—all while automating invoicing and customer management.
B2B buyers demand self-service & transparency
The traditional IT sales process, characterized by lengthy negotiations and manual interventions, is becoming obsolete. Modern B2B buyers are taking control of their purchasing journeys:
- Extensive online research: 74% of business buyers conduct more than half of their research online before making an offline purchase. (6sense)
- Preference for rep-free experience: 75% of B2B buyers prefer a rep-free sales experience, opting for digital self-service channels over traditional sales interactions. (Gartner)
- Demand for immediate responses: 77% of B2B marketing decision-makers agree that buyers and customers expect an immediate response to their questions.(digital commerce 360)
These statistics underscore a significant shift towards self-service and transparency in the B2B buying process.
How IT businesses can adapt with a next-gen Customer Portal
A next-generation customer portal should support transactions and align with how customers prefer to research, purchase, and manage their IT solutions, ensuring transparency, automation, and flexibility at every step.
How the ZaveIT Customer Portal stands out:
- Sell IT services as easily as products – Traditional platforms struggle with service-based sales. With ZaveIT’s strong services builder, you can create and bundle products into services, set flexible pricing, and automate invoicing seamlessly.
- Real-time pricing & availability – No more waiting on quotes. Customers see everything instantly, whether it’s a product or a managed service.
- Automated ordering & subscription management – Handle one-time purchases, recurring services, and contract-based offerings effortlessly.
- Full transparency & control – Customers log in, buy products and services, view their orders, contracts, and manage their accounts—all without sales intervention.
- Goodbye “Contact Us,” hello instant purchasing – IT businesses can enable"Buy Now" options instead of forcing customers to request a quote, speeding up decision-making and revenue flow.
By adopting ZaveIT Customer Portal, IT businesses can enhance customer satisfaction while freeing up their sales teams to focus on high-value engagements.
The Future of IT sales
B2B consumer behavior is changing. Customers expect self-service, real-time access, and transparency, whether they are buying hardware, software, or managed services. The data is clear—B2B buyers want to take control of their purchasing journey, and resellers that fail to adapt will struggle to keep up.
By implementing ZaveIT’s next-gen customer portal, IT businesses can streamline their sales process, increase efficiency, and stay ahead in the competitive market.
