Product description:
e-Solutions is a store front web portal designed to work through multi-channel markets and bring efficiency to complex variable printed products. Either out of box or custom designed work flow operating under-the-hood or as a standalone store can provide a dynamic 'self-service' capability that enables each partner in the multi-channel to work far more efficiently.
Customer:
Complex variable printed products can be designed to enable a customer to complete a custom product order in seconds eliminating what normally takes days and multiple communication interactions with the channel partners. The 'self-service' ability to complete an order all the way through to proof stage and order detail brings efficiency and enhances the customer experience. All this can literally occur within seconds.
Middle channel partner:
A distributor or other middle channel partner can operate far more efficiently when an order is received via the system as it is complete with art and has already been proofed. With production ready art and order detail received together a distributor can complete what is otherwise a complex variable product order within seconds. Since the proofing process is automated and occurs up front this process is eliminated from the middle channel workflow. Even with exact repeat orders the process is so efficient that it can reduce customer service costs but since the order comes in with art it can reduce costly errors.
Taking advantage of robust APIs can enable the distributor to extend functionality by integrating into existing systems and workflows. Integration can reduce customer service costs (order entry) by better than 75% and can enable a complete order with artwork and proof approval to be processed onto a manufacturer within seconds.
Manufacturer:
A manufacturer may experience the greatest efficiency within the multi-channel process. An incoming order from a middle channel partner comes in with all the necessary data and press ready art files to go direct to production. The customer proof and production proof can be configured differently to enable the production proof go direct to RIP. Customer proofing is relegated to the past therefore increasing efficiency and reducing costs. What the customer sees and wants to order is seen by the middle channel partner and manufacturer for both new and repeat orders and so can reduce costly errors. Everyone is on the same page. Taking advantage of robust APIs can enable a manufacturer to extend functionality by integrating into existing systems. The same efficiency the distributor can realize and more can be achieved by the manufacturer reducing the cost of customer service and order entry by better than 75%. Customer service is relegated to only handling exceptions enabling the manufacturer to process many more orders per customer service employee.
Multi-channel communications:
As the middle channel partner clicks on the incoming order an acknowledgement e-mail is sparked to the customer thanking them for the order. This is just the beginning of an enhanced experience to make the customer more confident that their order has been received and is being attended too quickly. If integrated into the manufacturer's production/scheduling system another e-mail can be sparked back up the channel, as if it is coming from the middle channel partner onto the customer letting them know when the product is scheduled to ship. If each channel partner is fully integrated the time from when the customer picked the product, product color, configuration, added logo, proofed, ordered, received order acknowledgement and a scheduled ship date e-mail could be received by the customer all within minutes.
When an order ships, the manufacturer's shipping system can integrate into the system and spark a shipping notification to the middle channel partner and the ordering customer. The e-mail "Your order has shipped" can contain a tracking number, shipper, date shipped and a Tracking url. The customer can simply click on the link and track their shipment.
The automated communications up and down the multi-channel not only enhances customer confidence but also dramatically reduces what is otherwise unnecessary questions, such as "did you receive my order?", "when will my order ship?", "has my order shipped?"; and others. This drives a more efficient process reducing costs and increasing efficiency for everyone involved. An enhanced experience can be realized by all in the channel. The store front can be integrated into the customers intranet and therefore provide both the middle channel partner and manufacturer with a competitive advantage over the competition.When this level of integration is achieved the customer retention levels can hit 90%.
Unique requirements:
Some products or work flows have unique requirements. The flexibility of a custom designed store and template enables a simplified customer experience. Unique product requirements such as product/logo IDs or part numbers can be built into a custom work flow enabling both a middle channel and manufacturer to receive an order with all the necessary data to complete and automate. Custom APIs can be designed into work flow to enable up and down channel processes that can help a manufacturer achieve greater efficiency and or reducing costly production errors or unnecessary communications. Call or e-mail dcrook@atl-forms.com for a demonstration.
|
