Supply chain disruption in 2021 led to mass adaptation for distributors and their contractor customer bases. Reports conclude that about 60% of the construction industry suffered domestic supply disruptions in 2021. These disruptions caused 55% of US companies to downgrade their growth outlooks for 2022 and scramble to find solutions. In addition, contractor buying behaviors continue to change during these times changing the market and the traditional business model for distributors around the country.
Now, as we turn the corner to 2022, what can distributors expect to see change in the supply chain, and what will remain the same?
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Overcoming supply chain disruption with proactive customer communications
Some distributors saw massive losses in 2021 as supply challenges arose, contractor buying behaviors changed, and business as usual just wasn’t cutting it. Those businesses that took losses were amongst those that did not adapt or maybe didn’t adapt in time. For the companies on the other side of the coin, they learned something early that not only kept their customer base loyal, but earned them new business. The secret — proactive communication strategies.
As contractors sought multi-channel buying opportunities to counter slow deliveries and shortages, distributors adapted as well — focusing on being more proactive in communicating with their customers and transparent about deliveries. Businesses that utilized this model of transparency saw figures such as a 30% increase in revenue and a 50% reduction in service costs, whereas customer surveys concluded that this model creates higher brand loyalty and a willingness to accept necessary price increases.
The power of text messaging in distribution
Distributor tradition has relied on walk-ins and phone calls for some time. This has set them apart from big box stores and has been the cornerstone for building family-style relationships with contractors. However, as smartphone adoption increases and hand-held technology becomes more ubiquitous, the way in which people use technology to build relationships has changed on all levels. Distributors entertaining a more omnichannel communication network that lets their customers choose how they want to build that relationship — they’re seeing a change: faster response times, higher open rates, less time spent on hold or voicemail, and higher efficiencies.
Today, construction is ranked 4th among industries using text messaging the most. That stat makes sense when considering that 92% of construction workers use their smartphones every day at work, and 94% of contractors express that they want to be able to text their distributors.
Generate higher efficiencies and better customer service with a business texting platform
Business software and systems are built to enhance work efficiency. ERPs, POS systems, eCommerce, accounting systems; all of these systems came from a need to scale efficiencies alongside growing demand for service and network of businesses working in tandem to fit need. As we explore the growing demand for text message communication between contractors and distributors, let us also explore purpose-built solutions like Prokeep that over a thousand distributors are using now to enhance the way they communicate to build relationships and scale efficiencies — helping distributors earn more business while saving thousands of dollars a year in labor time.
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