Giving Customers the Tools to Manage Shipping Addresses Can Inspire Loyalty

Creating a custom address book that customers can use to modify and update multiple shipping & billing addresses delivers a valuable resource to customers while speeding up order fulfillment and increasing conversion rates. A self-service customer address book can be used by customers to record every address where products are to be sent when buyers elect split shipping. Many B2B customers order products for multiple locations, procurement clients, sales channels and distributor networks.

Integration helps B2B companies use third-party integrations for split shipments, drop shipping, email campaigns and shipments to different departments and locations. Integration makes it easy to send physical products, marketing messages and email notifications accurately and quickly to every address related to a customer account. A company’s user may be ordering a product, but do they have the billing address, as well as all the possible shipping addresses memorized?  Probably not. It’s important to not block the checkout process, so by integrating your eCommerce marketplace with your back-office ERP or CRM, it can automatically pull in the company billing address, as well as provide all the correct shipping addresses to all your buyers.

Many companies don't realize that many of their customers lose money and create logistical problems by using their home addresses to ship products. Although more and more people work from their homes and the practice is gaining acceptance, home deliveries can create many problems. These include: [1]

  • LLCs can lose their privacy and even become liable for damages if they don't keep their business and personal affairs separate.
  • Some real estate complexes limit the ability of business owners to operate businesses on shared property.
  • Using a personal address means revealing private information to anyone who needs the business address.
  • Shipping to a storage address, mail service or shared business space can provide a more professional image and get products to locations where they can be stored until needed.
  • Managing business mail and product shipments at home can create privacy issues and security risks while putting clients' payment information at greater risk of interception by data thieves.
  • Shipping to residential addresses usually costs more than commercial shipping.
  • Customers can eliminate the difficulties of ordering products on their mobile phones by getting access to an integrated B2B platform designed specifically to process mobile orders with automated connections to customer address books, account histories and easily navigable ordering pages.

Sharing address-management advice with customers can generate greater loyalty. Customers who enjoy the convenience of using a custom address book on a company's website will be very unlikely to use a competitive company that doesn't offer the same service.

Managing the Billing and Shipping Address of Each Customer

Custom addresses can connect with the right carriers automatically--those that provide the right shipping options for the product, shipping location and shipping quantity. Administrators can create custom options based on each client’s needs.

Depending on the CRM software, using a custom address entity can enable multiple shipping addresses for one customer or multiple billing and shipping addresses. CRM integration with other business systems enables custom quotes, split invoicing and other customer-centric features. [2]

Drop Shipping

One clever alternative for customer shipping--especially in smaller organizations where people work from their homes--is drop shipping. Small businesses can ship products directly from manufacturers and eliminate the need to order products, store inventory and ship products from residential addresses.

Customers can use their custom address books to store the billing and shipping address of each customer. When the customers order products, these can be shipped directly by the manufacturer. Small businesses can use this strategy in lieu of shipping products from their homes. An integrated B2B platform, like Clarity eCommerce, can provide this signature service for clients and earn greater loyalty while generating more sales.

Using Platform Integration and Custom Address Books in Other Ways

Having more addresses of customer stakeholders allows B2B companies to send their own marketing messages and sales incentives to different customer departments and decision-makers to bolster sales, speed PO approvals and brand company products. Companies that run marketplace platforms with multiple vendors can use address book contacts in many ways to increase sales, strengthen conversions and upsell and cross-sell products and services on a unified marketplace platform.

Integration Enables Clients to Manage and use an eCommerce Address Book

Integrated B2B platforms makes it very easy for clients to manage an eCommerce Address Book by adding new clients, editing and updating addresses and shipping products accurately to dozens or hundreds of addresses. Integration also automates self-service features that allow customers and their shipping recipients to track their deliveries. Returns won't create big problems when everything on the platform is connected in the API layer--returns and allowances post automatically to modify invoices and trigger refunds or credit.

Building Customer Loyalty and Satisfaction with a Dynamic eCommerce Address Book

Your B2B business faces challenges in today's rapidly evolving eCommerce environment. More customers want extensive self-service options and the ability to manage complex B2B shipping arrangements such as split shipping and drop shipping. Integrating functional and scalable customer address books can tailor your services to clients in ways that solve their pain points while making it unlikely that they will order elsewhere just to save a few pennies on prices.


[1] Should You Use Your Home Address for Business

[2] Best Practice: Using Built-in Address versus Custom Address Entity in Dynamics CRM

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