About the Business
The client is an international manufacturing business with local operations across Australia and New Zealand, primarily focusing on sales and customer services. These local offices employ between 30 to 40 staff members with the majority based in Australia.
The client has an established local customer base plus additional market access via distributors.
Due to the large volume of orders coming in, the client had been struggling with order entry and management.
The client would typically receive purchase orders via emails. These orders needed to be manually entered into the system for processing, however they might be erroneous. Their customers might enter incorrect quantities (i.e. instead of ordering a pack of 10 they put down 7) or quote the wrong price points. In these cases, the staff had to call the customer to rectify.
Issues with orders were so prevalent that the client had to allocate one full-time headcount working 5 days a week just to fix and manage orders.
Customer experience was also damaged when placing an order became a complicated and time-consuming exercise.
They urgently needed to find a way to simplify and automate the order management process.
The client engaged a professional service provider to build a whole new website that would act as a self-service tool for placing and managing orders. It would automatically check for order details and reject those with issues.
This website would push new orders to the client’s ERP to process and it would spit out a packing sheet for the warehouse. It would also pull data from the ERP, including product catalogue and pricing details, customer account details, order histories, current order statuses, freight tracking numbers etc.
The client would also be able to quickly make changes in this website to reflect special offers, discounted pricing, marketing campaigns etc.
Return on investment
Massive Cost Saving
The client can now reassign that full-time staff member to more productive duties since this person is freed from order management. This alone equates to about $70k ~ $90k cost saving per year.
The website now does what this person did before but with immediate feedback shown to customers instead of having to jump on the phone.
Massive Time Saving
Some customers are not keen on using the new website. These are typically larger customers that do not easily change their ways of life. So they continue to email through their orders which still need to be entered into the ERP.
To manage, the website is compatible with OCR scanning. These orders, which come in PDFs, are automatically scanned and entered, significantly cutting down the time spent on them.
Flexibility on Demand
Information displayed on this website can be easily updated, including any special pricing or discount arrangements. With hundreds of customers on different pricing tiers or discount levels, a tool like this means the client can easily manage everything via one portal, in real-time.
Such flexibility was unimaginable with the ERP, since changing anything in there means months of discussion with the ERP vendor and huge costs.
Customers can now track everything they need to know via the website. From most up-to-date purchase price, to order status, to packing details, to tracking numbers. They no longer need to ring up or email. Simply log in and all is there.
Estimated Project Cost
$100k ~ $120k for the design and build.
This project took 6 months to build and 2 months to roll out / iron out issues.
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