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B2B Portal Upgrade Project

Internal Stakeholder Survey
Purpose: Capture current state, pain points, and improvement opportunities across departments ahead of Discovery Workshop 1 and the project kick-off.

About You

What department do you primarily work in?

Which region(s) do you primarily support?

Which region(s) do you primarily support?

How frequently do you interact with trade customer orders or trade account management as part of your role?

Current Ordering Experience

How do trade customers currently place orders with SDG in your region? Select all that apply.

How do trade customers currently place orders with SDG in your region? Select all that apply.

Approximately what percentage of trade orders in your area are placed via the Cloudfy B2B portal today?

What are the top 3 pain points you experience with the current B2B ordering process? (Open text - list up to 3)

How would you rate the current Cloudfy portal experience for trade customers?

Have you received direct feedback from trade customers about the portal or ordering experience? If yes, briefly describe the most common theme.

Have you received direct feedback from trade customers about the portal or ordering experience? If yes, briefly describe the most common theme.

If yes, briefly describe the most common theme.

Systems, Data, and Integration

Which systems do you use regularly to manage trade orders, accounts, or customer interactions? Select all that apply.

Which systems do you use regularly to manage trade orders, accounts, or customer interactions? Select all that apply.
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Do you currently need to re-enter or duplicate data across multiple systems to complete your work?

How confident are you that the product pricing and stock availability shown to trade customers is accurate and up to date?

Are there specific data points or reports you need for trade ordering that you currently cannot easily access?

If Yes, Please describe

Customer Experience and Onboarding

Approximately how long does it currently take to onboard a new trade account from initial application to first order?

What percentage of inbound customer service enquiries are related to order status, order placement, or account queries that could be self-served via a portal?

What are the most common reasons trade customers contact the CX team that a self-service portal could resolve?

Sales Enablement and Trade Relationships

How much of a typical sales rep's time is spent on order processing, chasing order status, or manual account administration versus selling and relationship building?

Do you believe the current ordering process causes SDG to lose orders or trade customers to competitors?

If a new portal were available, what capabilities would most improve the trade customer relationship from your perspective?

If a new portal were available, what capabilities would most improve the trade customer relationship from your perspective?
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Marketing, Adoption, and Communications

How well does the current portal represent the SDG/Bankston/Iver/TradCo brand experience?

What would be the most effective way to drive trade customer adoption of a new portal? Select up to 2

What would be the most effective way to drive trade customer adoption of a new portal? Select up to 2

Finance and Business Impact

Do you have visibility of the cost per order for manually processed trade orders versus portal orders today?

What financial or operational metric would best demonstrate the value of a new B2B portal to executive leadership? Select up to 2.

What financial or operational metric would best demonstrate the value of a new B2B portal to executive leadership? Select up to 2.

Change Readiness and Priorities

How ready is your team to adopt a new B2B portal and adjust current workflows?

What is the biggest risk or concern you have about replacing the current Cloudfy portal?

If you could change one thing about how SDG manages trade ordering today, what would it be?