A new study reveals that 95% of B2B buyers believe self-service portals (SSPs) enhance efficiency, but many suppliers are failing to meet customer expectations.
BERLIN and NEW YORK, April 30, 2025 — Spryker, a leading composable commerce platform for global enterprises, has released findings from a new study conducted with Statista+. The study indicates that the increasing preference for digital-first experiences in the B2B sector is driving the need for enterprises to offer SSPs as a key component of their aftersales service. The study, which surveyed 100 B2B buyers in the U.S. across the automotive, MedTech, agriculture, and industrial manufacturing industries, points to a growing “SSP Opportunity Gap,” which is the difference between the demand for self-service options from buyers and the limited availability provided by suppliers.
Key findings include:
- While SSPs are the second most preferred channel for B2B aftersales, they rank only fourth in actual usage.
- 95% of buyers agree that SSPs improve purchasing efficiency, with two-thirds reporting time savings of 30 to 60 minutes per transaction.
- Only 32% of those who do not use SSPs are satisfied with their aftersales experience, compared to 86% of SSP users.
- 88% of buyers state that the availability of SSPs influences their decision to continue purchasing from a supplier.
“Enterprises have a significant opportunity to gain a competitive advantage. As B2B buyers increasingly expect seamless, digital-first experiences, SSPs are transitioning from a ‘nice-to-have’ to a ‘must-have’,” says Boris Lokschin, Co-founder and Chief Executive Officer at Spryker. “The study shows that 79% of buyers believe SSPs will play a vital role in B2B purchasing and aftersales. This signifies a clear shift in market expectations and demand.”
According to Gartner, 75% of organizations will finalize their highest-value deals through digital channels by 2028. The push for organizations to enhance efficiency while delivering excellent customer experiences is accelerating the urgency for digital transformation. Coupled with the need for resource optimization, scalable and efficient service models are becoming essential.
“Buyers are seeking control and speed without compromising trust or performance,” says Elena Leonova, Chief Product Officer at Spryker. “Given that 51% of buyers experience technical issues or downtime while using SSPs, it is crucial to select a robust, enterprise-grade solution that ensures stability, security, and scalability.”
Spryker’s Self-Service Portal is designed to consolidate fragmented customer interactions into a single, easy-to-use platform. It provides features like 24/7 account dashboards, asset and claims management, and customized pricing. As a comprehensive solution, it facilitates a smooth aftersales experience, boosting efficiency, enhancing customer satisfaction, and fostering profitable growth.
The study offers a more in-depth analysis of buyer expectations across various industries, the most important SSP features, and the factors that distinguish digital leaders in today’s B2B market. The complete study findings are available .
Methodology
Statista+ conducted the study on behalf of Spryker in March 2025, surveying 100 U.S.-based B2B buyers in the automotive, MedTech, agriculture, and industrial manufacturing sectors. Data was collected using 10-minute Computer-Aided Telephone Interviews (CATI), including screen-sharing, to ensure clarity and accuracy. Participants were selected to ensure a balance across industries. All respondents are involved in B2B purchasing processes and engage in aftersales transactions. The sample includes both SSP users and non-users to provide a balanced perspective on current practices, challenges, and future expectations. Fieldwork took place between March 17–21, 2025.
About Spryker
Spryker is a leading global composable commerce platform for enterprises with complex use cases, enabling growth, innovation, and differentiation. Designed specifically for sophisticated transactional businesses, Spryker’s easy-to-use, headless, API-first model enables businesses to adapt, scale, and quickly go to market while facilitating faster time-to-value throughout their digital transformation journey. As a global platform leader for B2B and B2C Enterprise Marketplaces, IoT Commerce, and Unified Commerce, Spryker has empowered 150+ global enterprise customers worldwide and is trusted by brands such as ALDI, Siemens, ZF Friedrichshafen, and Ricoh. Spryker is a privately held technology company headquartered in Berlin and New York backed by world class investors such as TCV, One Peak, Project A, Cherry Ventures, and Maverick Capital. Learn more at and follow Spryker on and.
CONTACT: press@spryker.com
