Serving multiple customer types with a single platform
Wholesalers typically serve a wide variety of customers. Contractors, installers, retailers and larger purchasing organisations may all buy from the same wholesaler, but they often operate under different agreements, pricing structures and working methods.
A digital ordering environment must support these differences without creating separate platforms or additional management overhead. Heart.work enables wholesalers to serve multiple customer types with a single platform, while keeping commercial agreements and operational processes aligned with the ERP.
Customers see the information that applies to them, while the organisation manages everything within one coherent environment.
One platform for a diverse customer base
Instead of maintaining separate ordering environments for different customer groups, the platform allows all customers to use the same digital infrastructure.
Each customer logs in to their own environment where the relevant assortment, prices and information are shown automatically. This makes it possible to support different customer types while maintaining one consistent platform.
Customers can place orders through the B2B webshop for wholesalers or the B2B mobile ordering app for wholesalers, depending on how and where they prefer to order.
Assortment visibility per customer
Not every customer needs to see the full product range. Some products may only be available to specific customers or customer groups.
Within the platform, catalogue structures determine which products are visible to a customer. Each account is connected to one catalogue, while products themselves can belong to multiple catalogues.
This approach allows wholesalers to support specific assortment agreements without duplicating product structures or creating separate environments.
The underlying mechanism behind this structure is described further in customer-specific visibility, pricing and conditions.
Customer-specific pricing and agreements
Wholesale relationships often include individual price agreements, discounts or commercial conditions. These agreements remain defined in the ERP and are applied automatically within the ordering environment.
Customers therefore see their own prices when browsing the assortment or placing an order. This ensures that digital ordering reflects the same commercial agreements that apply in traditional ordering channels.
Because pricing logic originates from the ERP, the platform remains aligned with the organisation’s existing processes and commercial structure.
Supporting different roles within customer organisationsmer-specific pricing and agreements
Within a single customer organisation, multiple users may interact with the ordering platform. Buyers, operational staff or administrative users may each have different responsibilities.
The platform supports this by allowing different users within one customer account to access the environment with their own permissions and visibility settings.
This capability is part of the broader usability model described in ease of use and user functionality, ensuring that the platform supports real-world wholesale workflows.
A scalable approach to customer diversity
As wholesalers grow, their customer base often becomes more diverse. New customer groups, additional agreements or specialised assortments can be introduced without changing the overall platform structure.
By combining catalogue visibility, ERP-based pricing and flexible user management, the platform supports a wide range of customer scenarios while remaining manageable for the organisation.
This allows wholesalers to expand their digital services while maintaining a clear and consistent ordering environment for all customers.
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