When you’re producing, selling, and delivering industrial parts across three continents, efficiency is a must. Seeing how competitors were using technology to their advantage, our client wanted to retain its edge by automating inefficient processes.
One of these inefficiencies lay between its central eCommerce platform and its sales points worldwide. Due to lack of integration between the eCommerce platform and global servers, customers had to call the company to ask questions about their orders. This had the effect of taking up time that the back-office team could have spent on growing the business.
In summary, the negative outcomes of these unintegrated systems were:
- low customer satisfaction due to time-consuming calls
- a greater risk of quoting incorrect information
- more time spent on manual data processes
The business recognised these barriers to higher customer satisfaction and decided that an automated document retrieval system was the answer.