B2B eCommerce Replatforming: Key Considerations for Success

Is your Β2Β eCommerce platform slowing you down?

Replatforming is more than a simple switch in technology. It’s an opportunity to think again about how you can optimize and align your platform with your growing business needs and, ultimately, deliver value to your customers. However, the entire process of switching platforms can become overwhelming without a clear action plan. Plus, haste makes waste: typically, switching platforms varies from two weeks if you have everything ready to go to months if you have specific requirements or need time to get everything in place.

So, what should you focus on before, during, and after your replatforming journey? In this comprehensive guide, we break down all the essentials.

Before you begin: Know your users and explore the best options

Before you get around to the tech side of things, it’s crucial to explore other software solutions and gather insights about how customers and your team use your current platforms—and where it’s falling short. Specifically:

1. Track and analyze

Gartner reports that B2B buying doesn’t necessarily follow a consistent order or flow. Start by gathering analytics and mapping your customers’ journey and behavior on your current system. Identify how they engage with your B2B portal. First, track login frequency, page visits, interactions, average order completion duration, and usual drop-off points. Ultimately, you need to understand where your current B2B eCommerce platform performs well and what needs improvement.

2. Talk to customers

Numbers tell a story, but they don’t tell the whole story. You need real-world feedback, too. Conduct one-on-one interviews with a few of your customers, where you ask them to share their screen and place a test order on your wholesale website. Observe:

• How they search and browse products. What is easy for them, and what trips them up?
• Which fields they fill in, and which they leave out, Is there anything slowing them down?
• Where they feel frustrated. Do they experience difficulty ordering product variants? Or is there anything on the checkout page that is not intuitive?
• What they do post-purchase. Do they check their order history? Do they export their orders?

This process will provide golden insights into how to structure your product catalog and navigation and which features you should prioritize in the new system.

3. Map admin users’ workflow

Often, the decision-maker for replatforming in a company may not use the software daily. So, document workflows from all admin users to understand what your new platform must support. Start with your workflow, then engage other users about their routines. Core questions are:

• How does the platform support their operations?
• What does it do well, and where does it stumble?
• Are there any missing features they need?

For example, your warehouse team may rely on your platform to export pick lists. If they must complete multiple steps to generate them, this can eat into their productivity. Eventually, this input will help you create a seamless environment where your team thrives as it works efficiently.

4. Document sales reps’ workflow

Your sales reps are on the front lines and interact with your B2B eCommerce platform differently from customers or admins. Capture their processes, from managing customer orders  to accessing customer data and overseeing other sales reps.

Imagine this: A sales rep visiting a client and needing to place an order on the spot using your mobile app. If the app lacks quick product search, fast ordering, or the ability to create and store an order offline, it could lead to a missed sales opportunity—and a frustrated rep.

Their feedback can uncover areas for improvement to enhance your sales teams’ efficiency and deliver a better customer experience.

5. Make a list of your integrations

Maybe you’ve integrated your current B2B eCommerce platform with other tools, like accounting, inventory management, or ERP systems. If yes, list all your systems (e.g., QuickBooks, Stripe), how data flows between them, and any issues with these integrations. Why? This information ensures your new platform supports your toolset for a hassle-free replatforming process.

‍Pro Tip! Don’t overlook the data! Verify that it’s complete. For example, double-check that invoiced items or inventory levels are syncing correctly in your existing system so you can properly transfer them to the new one. Lastly, ensure exported data is compatible with the new platform’s format, especially for products and variants.

6. Take it for a test drive

Before migrating, sign up for free trials for the B2B platforms you’re considering. First, test the interface. Is it user-friendly or clunky? For example, if adding product variants feels like pulling teeth, that’s a red flag. Use this time to see if the platform addresses your pain points (outlined in your collected feedback) and offers the customizability your business needs.

Still unsure? Talk to the platform’s sales team and ask tough questions: Can it handle your required customizations and integrations? Are there hidden costs? And don’t just take their word for it—trial and verify. A little digging now can save you big headaches later. The bottom line is to find the system that fits you best.

7. Export and backup essential data

Most systems allow you to export your data. Download all critical data from your existing system, such as products, orders, and customer details. Data exports allow you to check data format and identify incomplete information (e.g., missing descriptions or SKUs). Catching these issues early on means a smoother migration later.

Export this data to a spreadsheet (most platforms use .xlsx or .csv formats for imports/exports). Then, review it carefully to spot necessary adjustments. For example, if you’re selling blankets in multiple sizes and colors, some platforms may treat each size-color combo as a separate product, while others let you set up parent products with variants.

Finally, export product images, if possible. Confirm they’re correctly linked to their respective products to save time and avoid hiccups during migration.

‍Pro Tip! Save the original export files from your previous system. You may need to return to them while preparing your data for your next B2B eCommerce solution.

During the migration: Test, customize, and train

Once you’ve collected all the necessary insights and data,  it’s time to start the replatforming process. But before you flip the switch and go live with your new system, you should check that everything works just right. Let’s see what you should focus on.

1. Upload customer data and test orders

You may be ready to launch your new platform, but brace yourself: you need to verify the integration of the migration process. How can you do this? Import or create few customer data to see if the uploading procedure runs smoothly and without any notable errors.

Next, ask these customers to place test orders and confirm that everything functions properly—from adding products to their cart to checkout and payment. It’s your chance to spot potential hiccups and fix anything that doesn’t flow quite right.

2. Validate integrations

Testing all integrations thoroughly to ensure they work as expected is essential during the migration window. A smooth connection between key tools maintains data accuracy and prevents unwanted disruptions. For instance, If you’re using a shipping tool like ShipStation, check that shipping costs apply correctly based on the customer’s location and your carrier rates. Or, if you’re using Stripe as a payment method, place a test order to see that all transactions go through without issues.

3. Train your team

A well-trained team ensures a smoother transition when your new platform goes live. At this point, your team should learn how to use the new system. Sales reps must get accustomed to placing orders or navigating a mobile app with new features. Admin users must focus on adding products, managing orders, and handling customers.

Set up accounts for all users, share resources like quick start guides, and have them test the platform so they’re ready for the switch.

4. Adjust and customize

Need tailored features, custom integrations, or tweaks to your B2B storefront or admin dashboard? Great news! The window between testing and going live is the right time. The idea is simple: Create the platform of your needs and dreams while ensuring it supports your unique workflows. Most customizations may take time, so requesting them now means less delay and gives you enough time to test everything before launch.

5. Announce the transition

Inform your customers about the platform switch to pave the way for an easy transition. Share details, such as the migration date, any expected downtime, and how it might affect their experience. You can announce the switch in several ways, like:

• Send a brief email or newsletter to notify customers about the upcoming platform change.
• Add a notification to your storefront that they can see when they visit your site.
• Customize order confirmation and update emails to include a note about the transition date.

After the switch: Wrap things up and welcome customers

Your new platform is finally live! Before you break out the bubbly to celebrate, there are a few things you need to look out for a successful replatforming. After all, launch day is just the beginning.

1. Import order history

If your previous system allowed you to export order history, upload this data to your new B2B platform. Having access to past order history and transactions will facilitate customers by creating a sense of continuity after the transition, allowing them to pick up where you left off. Plus, with this information on your new system, your team can easily reference historical data when needed.

2. Communicate with customers

Roll out the welcome mat for customers for your new online B2B store with step-by-step instructions on logging in, creating new passwords, and ordering. Investing in quality re-onboarding materials pays off in the long run. Make their experience effortless with quick-start guides, updated documentation, or engaging video tutorials.

Highlight the improvements or new features the new platform has in store for them (e.g., added payment options or faster re-ordering features). Excite them about the switch and show how your new B2B portal benefits them.

‍Pro tip! Beware of the domain name. If you’re switching to a custom domain or updating your existing one to match your new system’s format (e.g., wholesaledemo.b2bwave.com), communicate this clearly to customers to avoid confusion.

3. Fine-tune your platform’s performance

After the launch, it’s tempting to kick back and relax, but don’t tune out just yet. Stay alert to:

• Monitor performance. Note page load times, uptime, and bugs to check that the platform runs smoothly.
• Gather feedback. Regularly ask all users to understand their experience with your new system. Do they like it? Is there anything frustrating them?
• Address issues. Resolve any glitches to keep users happy. Reach out to the platform support team and periodically assess your satisfaction with their ongoing assistance.
• Improve: As your business grows, your B2B eCommerce platform should too. Down the line, you may need custom features or integrations to meet your changing needs.

4. Exit your previous system

Don’t rush to cancel your old platform as soon as your new system goes live. Give yourself about a month to ensure everything transitions smoothly. If you kept the same domain, double-check the old system for any missed details before shutting it down (e.g., customers may still use old bookmarked links to place orders)

Although most platforms retain data for a limited time after cancellation, it’s better to tie up loose ends before losing access. Only cancel when you no longer need the old system—it’s worth the extra peace of mind.

Final words

Replatforming is a journey, but it shouldn’t be an odyssey. While the process can be time-demanding and labor-intensive, the goal is to find a system that works seamlessly for your business and customers.

Track how customers use your platform, map user workflows, and prepare your data to lay the foundation for the transition. Next, test integrations, request custom features, and train your team. Once you’ve made the switch, monitor performance, gather feedback, and refine your system to keep it growing in tandem with your business.

Exploring various B2B eCommerce platforms to find the best fit for your needs is the first step towards successful replatforming. Ready for a leap? Sign up for a free trial with B2B Wave today and see what we can do for you.

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