Customer Service FAQs

Many of the orders we take are placed via phone, fax, or email by customers who order a relatively small number of items on an irregular basis. Would the b2b2dot0 solution work for us?

Your company is an ideal candidate for our eCommerce solution. Integrating fully with the data and rules in your SAP solution, b2b2dot0 eliminates the need to manually enter orders placed via phone calls, emails, and faxes into the SAP solution.

We spend a lot of time keying in order information and fixing order errors. How can b2b2dot0 help?

Because it integrates with your SAP solution, b2b2dot0 makes real-time product data available to your customers, giving them the tools they need to place orders quickly, easily, and accurately.

Can your solution display customer-specific pricing information on our eCommerce site?

If the customer-specific pricing data is in your SAP solution, the appropriate pricing will appear when your customer accesses your website.

We currently field a lot of calls, emails, and faxes from customers who need to provide special shipping instructions for their orders. How does b2b2dot0 handle that?

Our solution includes a text field on the order page where customers can enter information they would like to have appended to the order. Once entered, the information becomes a permanent part of the order record and triggers an email to customer service for their attention.

Integration FAQs

We’re still cleaning up the data and rules in our SAP software. Won’t b2b2dot0 make those problems transparent to our customers?

In our experience, implementing our e-commerce solution is often the incentive many companies need to finalize their data cleansing and become more customer responsive in the process. You’ll never be able to clean up 100% of your data before you go live, so rather than striving for perfection, commit to be responsive when issues arise. By rolling out our solution to a select group of eCommerce customers initially, you can identify and resolve outstanding SAP software issues while maintaining limited public exposure.

Which standard SAP application transactions do you currently connect with?

We don’t use transactions, but custom-written RFCs. They correspond more or less to VA01, VA03, VA05, VF05, FD11 and combinations thereof.

How is the data formatted and sent to our SAP solution?

We use SAP’s newest generation RFC API to access the RFCs. This is a very stable and fast connection to any system newer than release 4.0B (including, of course, ECC 5.0 and 6.0).

Are these online sales and other transactions real time or batched for transmission?

All of our application calls update SAP solutions in real time.

If we do decide to use credit cards for purchases, do you handle payment gateway functionality and transactions on your end?

We’ll securely take credit card information from your customers and pass it on to you for processing inside of SAP.

Is the online catalog maintainable by us?

Our solution does not provide an external catalog as part of the core service. We will integrate via web services with your existing catalog solution. Or, we can assist you in acquiring and implementing a variety of different types of catalog solutions.

Are the web page templates customizable?

Yes, all of the pages are customizable.

Do you have information on your data center?

Our servers are colocated at Hosted Solutions in Raleigh, NC. Our production architecture is fully redundant, with automatic failover recovery.

What is your service level agreement (SLA) information, and is it a part of terms and conditions?

We guarantee 99.5% uptime per month as part of terms and conditions, and will give at least 8 hours notice prior to any maintenance. However, because of our redundant architecture, we rarely have to take your website down for routine maintenance.

Accounting FAQS

Would the b2b2dot0 solution allow us to grant our customers access to information such as their credit limits and amount of open credit?

Absolutely. Any information that resides in your SAP application can be made available to your customers via your eCommerce website.

Are short payments displayed ?

Yes, the customers see short payments in their list of open items

What if the customer has a question about his open items ?

The AR contact person can be displayed on the open items screen and/or the customer can contact you per email about a specific invoice.

What if a customer wants a reprint of an invoice ?

Every invoice is displayed with a downloadable PDF of the printed invoice.

Are also credit memos displayed ?

Yes, it’s up to you what invoice types you want to display.