In modern B2B commerce, buyers demand more control over how, when, and where their orders are fulfilled. Traditional B2B fulfillment models and systems often lack the flexibility to meet changing customer needs, especially once fulfillment has begun. This rigidity forces customers to adhere to strict shipping schedules, face limited carrier options, and deal with incorrect order routing. Consequently, buyers may encounter increased costs, supply chain disruptions, and frustration when trying to align fulfillment with their operational requirements.

B2B merchants that provide self-service capabilities, allowing buyers to manage their fulfillment changes, gain a significant competitive edge. By offering buyers comprehensive control over fulfillment, these merchants can attract customers away from competitors by delivering a more adaptable and customer-centric fulfillment experience.

The Enterprise Promise & Fulfill solution from Manhattan enables B2B merchants to offer buyer-controlled fulfillment through a dynamic self-service platform without the need to modify existing systems. This platform gives customers real-time control over their orders while in flight. Buyers can modify shipping locations, adjust delivery schedules, request order holds, and more, ensuring that their orders align with their operational needs. Given the long lead times often associated with many B2B orders, this capability adds substantial value for buyers seeking fulfillment that adapts to their evolving business needs. By equipping customers with flexible, transparent, and proactive order fulfillment management, B2B merchants can strengthen buyer relationships, ultimately driving higher revenue and fostering long-term loyalty.

A global industrial equipment supplier serves manufacturers who operate on strict production schedules. One of their key customers, a construction company, places an urgent order for essential machine parts. However, due to changing project timelines, the buyer must modify the delivery date and switch the shipping destination to a different job site at the last minute.

Using the Enterprise Promise & Fulfill system, the equipment supplier allows the buyer to access a self-service portal to determine if these changes are possible. 

The buyer can select a new fulfillment option and update the shipping location without needing to call customer support. The solution automatically recalculates the best fulfillment route, ensuring the order arrives at the correct job site on time and at the lowest possible cost. This level of flexibility helps prevent costly delays, minimizes downtime, and strengthens the supplier’s reputation as a reliable and responsive partner.