Why a B2B Ordering Platform is Key to Modern Ecommerce Success

Now, B2B buyers are following suit.

The global B2B ecommerce landscape is scaling rapidly, with projections showing it could more than double in value by 2030. Estimates suggest it will grow from roughly $19 trillion in 2024 to nearly $48 trillion, fueled by an annual growth rate exceeding 16%.

But it’s not just about placing orders online. B2B buyers are demanding the same high expectations set by consumer ecommerce, from seamless omnichannel experiences to easy returns. While some expectations overlap with B2C, the nuances of B2B transactions, including bulk orders, longer buying cycles, and specialized fulfillment needs, make the experience far more complex.

Trying to meet those demands while juggling disconnected tools and manual processes can lead to costly errors. It’s not unusual for the B2B customer journey to involve dozens of touchpoints and systems such as accounting platforms, EDI, sales reps, spreadsheets, and customer support.

Sound familiar?

Fortunately, it doesn’t have to be this way. With a modern order management system, you can centralize and automate critical workflows, monitor inventory and shipping in real time, and deliver a tailored experience your customers will remember.

This is your chance to lead the future of B2B commerce. Read on to discover how the right order management system can boost efficiency, reduce friction, and strengthen customer engagement at every stage.

Why businesses need B2B order management systems

Order management for B2B is far more complex than B2C. It often involves large orders, custom pricing, and multiple decision-makers. A modern system is essential to track inventory, manage orders across channels, and keep everything running smoothly.

The difference in scale is clear. In the US power-driven hand tools market, B2B revenue in 2021 was seven times higher than B2C revenue. And while B2C is growing steadily, it’s still projected to reach just under $2 billion by the end of 2025.

B2B buyers also research differently. About 75% of them, along with 84% of C-suite executives, turn to social media when making purchasing decisions — showing just how much digital touchpoints matter.

A strong order management system helps meet these expectations, reduce errors, and drive repeat business.

Sales channels are hard to keep up with.

New online sales channels mean more opportunities to make money. However, it can come at a cost. Additional orders may increase workload and create delays and errors as you struggle to meet inventory and shipment demands from ecommerce, phone, and in-person channels.

Inventory frequently runs out suddenly.

B2B customers take time to find the right products and vendors, so receiving an out-of-stock product notification after submitting an order is frustrating.

Without a system that provides inventory visibility, you risk stock and shipment discrepancies that can leave the shelves bare and result in delivery delays, particularly during peak sales. Implementing the right technology allows you to allocate and reserve inventory across sales channels without under or overselling products.

Data and information can be scattered and hard to manage.

As businesses grow, they often find themselves managing orders through a patchwork of tools, from spreadsheets to ecommerce platforms like WooCommerce or Adobe Commerce, making it difficult to maintain a consistent data flow.

However, this approach is insufficient for long-term business success as it creates customer data silos that produce false information. You need a holistic view of your information for real-time, accurate reporting that provides up-to-date financial, sales and customer forecasts.

Buyers find your current system difficult.

Today’s B2B buyers expect speed, transparency, and control. If your system isn’t user-friendly or is slow to respond, customers will look elsewhere.

Common frustrations include the inability to track orders in real time, limited self-service options for reordering or modifying purchases, and a lack of timely communication about delays or inventory issues. When buyers have to contact sales or customer service just to get basic information, it creates friction and erodes trust.

On the other hand, a streamlined order management system that offers real-time updates, automated notifications, and easy access to order history can significantly improve the buyer experience. These tools reduce support tickets, build loyalty, and increase the likelihood of repeat purchases.

Simple, efficient processes make your business easier to work with — and that’s something buyers won’t forget.

Types of B2B order management solutions

When evaluating B2B order management solutions, it’s important to choose the right fit based on your business complexity, sales channels, and long-term goals. Below is a summary of the most common solution types, along with their key advantages and limitations:

Standalone order management software (OMS).

Standalone order management software is the most common solution for B2B companies. The reasonably priced option is often paired with accounting and ecommerce platforms and works well for small to mid-sized businesses.

This approach creates a viable purchasing strategy for companies running an ecommerce website or exploring open-source systems. It helps centralize sales and purchases across multiple channels and complements the best B2B ecommerce platforms  when scalability is limited.

But a standalone OMS poses a challenge when attempting to coordinate and enter data across departments, so access to real-time information is limited. Integrating the solution with other technology — such as shipping, fulfillment, or ecommerce platforms — can cause disruption or compatibility issues if not properly aligned.

Enterprise resource planning (ERP) software.

ERP software provides your business with integrated applications that comprehensively handle inventory order, financial, payroll, human resources, CRM, warehouse, customer management, and logistics. It creates a consistent process for overseeing operations, team members, customers, and vendors.

But the software can be costly and isn’t the best option for a smaller business. It can’t be customized to meet your specific needs, wherein you may pay for unnecessary features and functionality.

ERP software also has a steep learning curve which may require substantial time and resources to implement and integrate the system.

Retail and B2B operations platforms.

This solution combines ERP software’s functionality with a standalone OMS’s intuitiveness. Designed for the specialized demands of the B2B retailers and wholesalers, you can import and export products, manage orders, sell, ship, track orders and inventory, and manage marketing strategies, customer care, and information storage.

The solution meets industry best practices and provides a unified, automated buying experience.

With less functionality of traditional ERP software, such as human resource and payroll features, the system takes one-third of the time to launch.

How B2B order management works

The B2B order management process involves everything after your customer completes checkout, encompassing fulfillment, packaging, and shipping. How you approach each step in the process, from confirmation to completion, can make or break a customer experience.

The overall process generally consists of the following steps:

Order confirmation.

When a customer orders over the phone or online, the information is collected manually or automatically. The customer receives an email, text message, or paper receipt confirmation.

Order management list.

Customer-specific information is input into a list for follow-up communication regarding shipping or marketing retargeting.

Production and packaging.

The distribution center reserves and assigns products for order allocation using manual processing or automation. The purchase goes to the warehouse for pickup, packaging, and shipment.

A backorder is created for out-of-stock items and the inventory data is updated to indicate the change in product availability. When an item is out of stock, be sure to communicate that to the customer immediately.

Shipment notification.

Customers are notified that their package has shipped and is en route to the designated address. The communication is honest and straightforward to temper customer expectations.

Order fulfillment.

The order is delivered and received by the customer efficiently and promptly.

The process will mirror the above steps in reverse order for returns, exchanges, and refunds. The customer receives confirmation of order tracking and receipt of returned goods and credits. Provide self-service order status, shipping, and returns when possible.

Key ways B2B order management can boost online stores

Efficient order management can transform common challenges into profitable opportunities. For businesses processing over 100 orders a day, a seamless system supports automation, customization, and scalability — and helps prevent costly delays.

Take Barbeques Galore, for example. After implementing a self-service B2B portal with BigCommerce, they expanded from working with just one dealer to over 70 across Australia and New Zealand.

TradeTools also saw measurable success after streamlining their operations. Within a year of transitioning to BigCommerce from Magento, they achieved a 25% increase in order quantities and a 19% boost in conversion rate, all while significantly reducing their total cost of ownership.

Manage orders over all sales platforms.

Accept orders at every touchpoint, including site locations, facilities, and digital channels and process information in one place. Whether you opt for a multichannel or omnichannel workflow, you can save your team members time.

Instead of your sales reps running from channel to channel to create orders, update items and payment methods, assess inventory management and ensure flexible payment options, including credit card processing, are available.

Go paperless.

A B2B order management software reduces paper usage, ink, printer, and equipment maintenance costs. A cloud-based platform (SaaS) provides the tools to communicate via email or other online channels and access consolidated digital data for more streamlined operations.

The eco-conscious solution will also appeal to your environmentally-driven customers.

Centralize data across multiple channels.

Multiple channels shouldn’t result in varied data. No matter where and when customers complete their orders, a management system will combine all data entries in a central location, giving your customer sales team access to the most accurate information.

With insights into inventory fluctuation, accounting, and warehouse management, your sales reps have the power to provide personalized customer service.

You can also leverage information for lead generation and marketing strategies.

Reduce supply chain complexity.

The right system will ensure customers have the accurate status of inventory levels and order transit, location, expected time of arrival, and details about any delays.

You can share insights into every stage of your supply chain — warehouse, store locations, third-party logistics (3PL) providers, and fulfillment centers.

The less time your team members spend scouring data sources, calming customer complaints, and putting out fires that arise from poor inventory visibility, are hours they can invest in other areas of the business.

Track orders and keep customers happy.

Sometimes customers change their minds, and orders or invoices must be updated quickly. With streamlined technology, you can make amendments no matter where the order is in the order management process.

B2B customers may also become insecure if they don’t receive timely updates. Transparent order status update eases customer uncertainties.

It will save your operations the headache of a costly miss-shipment.

Furthermore, customers can better plan their sales process and strategize goals.

Meet purchasers’ high standards through customization.

B2B customers spend significant money with your company and want to feel valued. They desire a customized experience that meets their specific requirements.

Custom delivery and billing communication build trust and let customers know they aren’t just one of many.

Get orders out the door faster.

Integrated order shipping and management equips team members to share data quickly and ship orders fast. Automating each step of your order management process with real-time data — order fulfillment, inventory insights, and shipment updates — gets your orders in your customer’s hands faster and strengthens customer satisfaction.

B2B order management system concerns to monitor

As technology advances, the importance of B2B ecommerce continues to become a significant channel for business. Still, some challenges can make processing orders and meeting customer expectations difficult.

Be mindful and continuously monitor these concerns throughout your order management cycle. They may not be an issue now, but they could harm future business.

EDI requirements can be challenging.

Electronic Data Interchange (EDI) enables businesses to exchange essential documents like purchase orders, invoices, and shipping confirmations in a standardized, electronic format — streamlining communication and eliminating manual processes.

While EDI offers speed and efficiency, larger or more established businesses often need more than just a standard format. They require EDI processes that align seamlessly with their internal systems, reduce friction, and minimize the cost and time required to handle high volumes of transactions.

To meet those expectations, consider the following best practices:

• Support multiple rule sets and document types: Trading partners often have different formatting requirements. Make sure your EDI system can handle various standards like ANSI X12, EDIFACT, and XML to avoid costly mismatches.

• Integrate EDI directly with your ERP: A direct connection between your EDI solution and ERP streamlines data flow, reduces manual entry, and ensures accuracy from order to fulfillment.

• Outsource to a managed EDI provider: If internal resources are limited, a managed EDI partner can handle setup, compliance, and ongoing maintenance, saving your team time and avoiding costly errors.

• Enable real-time processing and alerts: Fast-moving businesses need instant visibility. Real-time status updates and automated alerts can flag issues early, allowing for quicker resolutions and smoother workflows.

By planning for these challenges early, businesses can unlock the full potential of EDI while maintaining the flexibility and speed needed in modern B2B ecommerce.

Global supply chains are complex and growing.

The B2B buying cycle is inherently more intricate than B2C, and fulfilling international orders adds even more complexity. Depending on your business model, you might rely on a traditional in-house operation, third-party logistics (3PL), or dropshipping — each with distinct advantages and trade-offs.

Dropshipping partners handle fulfillment and shipping on your behalf, often working behind the scenes to deliver products using your brand. 3PL providers, on the other hand, manage everything from receiving inventory to handling returns and freight forwarding, offering scalability without the overhead of in-house logistics.

While these methods relieve your team of operational burdens, they also introduce new risks — from inventory delays to limited visibility and regional disruptions.

To navigate this complexity, order management systems play a vital role by routing items intelligently and maintaining transparency across the entire supply chain. To strengthen your fulfillment strategy even further, consider these best practices:

• Diversify suppliers across regions and tiers: Avoid over-reliance on a single source or region by building a network of alternative suppliers to reduce vulnerability during disruptions.

• Maintain buffer and safety stock: Strategically store surplus inventory of high-demand items to protect against unexpected delays or demand spikes.

• Adopt advanced visibility tools: Use real-time tracking and predictive analytics to gain insights into inventory levels, transit times, and potential bottlenecks.

• Build collaborative supplier relationships: Communicate regularly with vendors and logistics partners to improve response times, align on expectations, and foster trust across the supply chain.

With the right tools and strategies in place, you can turn supply chain complexity into a competitive advantage — and deliver reliably at scale.

Multichannel selling along with a growing demand for online shopping.

Managing orders across ecommerce sites, marketplaces like Amazon, retail stores, and sales reps can create friction when systems operate in silos. Without a unified process, businesses risk stockouts, inventory inaccuracies, and costly delivery delays — all of which can erode trust and impact revenue.

This challenge is especially pressing for hybrid B2B and B2C businesses that must accommodate vastly different customer needs. B2B buyers may place large, complex orders on extended cycles, while B2C consumers expect smaller, recurring purchases with quick turnaround. Fulfilling both efficiently requires precise coordination.

To stay competitive and keep customers satisfied, consider these multichannel fulfillment strategies:

• Centralize order data in a unified OMS: Manage all incoming orders from every channel in a single dashboard to gain full visibility and control over fulfillment operations.

• Sync inventory in real time: Prevent overselling and backorders by ensuring all sales channels reflect current inventory levels instantly.

• Automate fulfillment workflows: Reduce manual errors and accelerate processing by setting rules for routing, approvals, and shipping methods.

• Implement an automated reverse logistics system: Streamline returns by automating the process for receiving, inspecting, and restocking items across all channels.

A modern order management system helps unify these moving parts, empowering your team to deliver seamless multichannel experiences at scale, no matter how customers choose to shop.

Purchasers have high standards.

B2B buyers aren’t just placing one-time purchases — they’re making high-value, recurring bulk orders that directly impact their operations. That level of investment comes with heightened expectations. These customers often know exactly what they want and have little patience for errors, delays, or disjointed experiences. One mistake early in the buying journey can undo weeks of lead nurturing and sales effort.

While B2B buyers expect the same smooth digital experience as B2C customers, including intuitive navigation, fast checkouts, and responsive customer service, they also have unique needs such as custom pricing, negotiated terms, and more complex ordering workflows.

To meet these dual demands and avoid costly setbacks like returns, chargebacks, or canceled contracts, consider the following strategies:

• Invest in intuitive self-service portals: Empower buyers to place, manage, and track orders independently, reducing friction and support load.

• Digitize the end-to-end sales process: Streamline everything from quoting and approvals to invoicing and fulfillment through integrated digital tools.

• Offer true omnichannel support: Maintain consistent experiences across online, offline, and assisted sales channels so customers can engage on their terms.

• Personalize content and pricing: Tailor product visibility, promotions, and pricing structures based on customer segments, purchase history, or account agreements.

Meeting B2B buyers at the intersection of personalization and efficiency isn’t just a nice-to-have — it’s a requirement for lasting relationships and revenue growth.

Business needs differ from consumer needs.

While B2B buyers expect the same level of convenience and efficiency as consumers, their purchasing behaviors and operational needs are significantly different. From complex approval chains to managing product catalogs, coordinating with distributors, and maintaining strong account management practices, B2B transactions often require tailored support that goes beyond what a standard ecommerce setup can handle.

You may not be able to meet every request, but with the right systems in place, you can support a wide range of B2B requirements without sacrificing scalability or efficiency.

To address the unique needs of B2B customers, consider implementing the following strategies:

• Configure separate B2B and B2C workflows: Customize user experiences, order routing, and fulfillment processes to match the expectations of each buyer type.

• Support order revisions and backordering: Allow B2B buyers to adjust quantities or reorder products as availability changes, without disrupting their overall purchasing process.

• Provide dedicated B2B account portals: Enable custom pricing, payment terms, order history, and streamlined reordering — all in one place.

• Optimize B2B packaging and shipping: Account for larger shipments, palletized orders, or freight requirements with flexible logistics options tailored to commercial needs.

Supporting the complexity of B2B buying doesn’t mean compromising ease or experience. With the right tools and approach, you can create a system that flexes to meet diverse business demands — while maintaining the polished experience buyers expect.

Key features to look for in a B2B order management system

The right B2B order management system should simplify complex processes, support growth, and deliver a seamless experience for both your team and your customers.

Look for systems that automate repetitive tasks like order approvals, invoicing, and fulfillment. Barbeques Galore, for instance, uses BigCommerce’s built-in automation to streamline B2B operations across multiple storefronts. Integration is also key. For businesses using a headless architecture, it’s important that the frontend remains fast and flexible, with built-in SEO capabilities that support visibility across channels. Connecting with your ERP, accounting, and inventory systems ensures real-time data accuracy and faster fulfillment.

Custom pricing and customer groups are must-haves for B2B. TradeTools uses price lists on BigCommerce to offer consistent trade pricing without complicating the checkout experience. Self-service portals empower buyers to track orders, reorder products, and manage invoices without needing support. And finally, real-time analytics give you the visibility to make faster, smarter decisions.

A modern B2B OMS should do more than manage orders — it should help you scale efficiently, reduce friction, and build better customer relationships.

The final word

As your B2B business scales, manual processes can quickly become a liability, leading to delays, inaccuracies, and customer dissatisfaction. A robust B2B ecommerce solution serves as a single platform that unifies your operations, connecting sales channels with backend logistics and giving your team the tools they need to deliver faster, more reliable service.

With a single source of truth and streamlined communication, from order confirmations to shipping updates, your business can scale with confidence, meet rising demand, and exceed customer expectations at every touchpoint.

Now is the time to move beyond fragmented systems and outdated workflows. Explore how BigCommerce’s B2B Edition can help you simplify operations, strengthen customer relationships, and unlock long-term growth.

FAQs about B2B order management