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CustomerServer - Collaboration

Collaboration to Customer Satisfaction

Solution

VISIBILITY CustomerServer®

Solution Benefits

CustomerServer delivers on the promise of web connected customers and suppliers with the enablement of:

• Web-based order management and real-time inquiry

• Collaborative document sharing and exchange

• Automated message based workflow to drive process efficiency

• Secure business-to-business transaction processing from RFQ to Order Management, Delivery and Tracking

Customer Background

A Visibility customer provides technology-based services and products that enable its customers to manage ground transportation systems, assets and transactions. They are a world-class manufacturing center with unparalleled expertise in the ground transportation services industry. Their core competency is in producing systems for intelligent transportation, parking and access control, rail and inter-modal asset tracking, and toll and traffic violation enforcement.

Key Challenges

• Rapid expansion with significant order volume growth

• Order entry ease and convenience for customers and staff

• Lower order transaction costs

• Increased order volume with no headcount increase

• International customer support, 24/7

Detailed Challenges

The client experienced the pains of a business process and tool set that couldn’t handle the volume of inquiries and orders from their successful growth and international expansion. While many of the transactions were routine, the systems were simply not in place to manage their customer’s needs in a way that could control costs and provide a positive customer experience.

They needed to provide their customers the ability to:

• Allow customers to place orders at their own convenience

• Enable pricing confirmation by customers at their own convenience

• Allow customers to inquire on pending order status at their own convenience

• Enable customers to track delivery information of their orders at their own convenience

• Use their internal part numbers

• Receive immediate e-mail confirmation of order placement.

The client was faced with higher costs, long delivery times, missed new business opportunities and lower customer satisfaction.

Solution Details

Visibility CustomerServer was implemented to provide a complete sell-side eCommerce solution in a customer friendly Web environment.

Customer specific Web-based product and services catalogs, pricing, and terms and conditions - CustomerServer provides a robust and easy to administer environment to create customer specific product and services catalogs. The tight integration with VISIBILITY allows real-time customer specific pricing, availability information and search capabilities. The system handles currency conversion for international customers based on current conversion factors.

Support on-line Web-based order entry and management - The secure Web-based order entry capability lets customers securely log-on and review pricing, availability, terms and conditions, and place orders at their convenience. The system is easy and more convenient than calling the client and reduces the cost of placing an order. CustomerServer was easily configurable and allowed the client to maintain the look and feel of their Web site.

Provide secure status to customers and internal staff on order processing and delivery - CustomerServer’s event-based messaging system proactively notifies the customer of successful order receipt, anticipated delivery, shipping or changes that may take place. Customers can also log on to the system and search and query the status of their orders.

Support document exchange, complex inquiries and customer RFQs - The document management and workflow capabilities of CustomerServer have significantly improved the quality and timeliness of customer communications involving inquires and RFQs. The customer can attach any form of electronic documents such as drawings, specifications or pictures to inquires and requests. They are automatically routed to the correct sales and administrative personnel.

The Visibility CustomerServer solution offers tight integration with any ERP or back-office system. Due to the dramatic strategic and tactical business advantages achieved through customer collaboration, significant costs have been reduced and customer satisfaction has increased.