Specialist Company from slough into computer sales,
build, support and custom configured PCs. Considered
a quality provider of IT products and services,
specializing in small form factor solutions and
systems. Have an impressive range of clients ranging
from Major Universities and colleges in the UK,
to major UK blue chip companies. They are currently
one of the UK’s largest suppliers of small form
factor systems from major manufactures from around
company wanted to automate their business process
to the maximum extent so as to reduce paper work,
manual labour and increase efficiency of their organization.
The following core areas were identified as the
processes which needed automation:
The different sales channels of the store: In-store,
over-phone and online had to be centralised.
Process: Once an order for a custom PC comes in
, items are picked, the component goes to the build
area where the PC is built based on the requirement
chosen by customer, Tested in the testing area ,
order closed and then eventual billing.
Items in returns or warranty has to be given an
RMA number on receipt, fault investigated, either
a replacement or necessary support actions have
to be done.
Configurator: In addition to pre-built systems,
they operated a service called System Configurator
by which users can build a pc of their choice using
the different components they sell like CPU, Hard
drive, Memory, Graphics Card, Motherboard, Wireless
etc over the phone or online.
Any query posted by the customer whether sales,
customer service, technical or marketing had to
be prompt responded by their team. Also, wanted
a trail left behind of the entire messages back/forth
so that the management can ensure the staffs have
promotion: They had a team of telesales people and
marketing team promoting their offers. But this
was taking a lot of time and the reach they got
to was also not great. Hence they wanted an option
to centralise all customer information in one data
base for regular email marketing and promotion offers.
account management: Due to the different modes sales
orders were happening and the varied payment methods
like card, bank account, cheques, cash their customer
account reconciliation was costing them a lot of
time and taking out customer statement was often
solution architect team on analyzing the requirement
suggested a model involving:
Retail Management System Epos Solution to ensure
sales, stock movements is recorded properly. Also,
its ease of use and customisation feature was another
factor in customer taking up this solution. The
extended workshop module in the epos system also
ensured the process of building PCs, testing, and
release was also automated in keeping with customer
orders. The inventories for the pc, pc build were
grouped into meaning full department, category for
easier management. The system build process was
linked to different groups, categories, pricings
applied for the service so that building a pc and
costing it which was a time consuming job before
was completed in minutes now.
Ecommerce system: The ecommerce website was designed
and developed completely integrated with the epos
system. This ensured all the web orders were available
in epos system in real time. The customer payments
were taken online for credit card, on account and
cheque payments. The invoices was mailed out to
the customers, all customer queries/responses from
the team were made available in a tree view structure
in the web which enabled the customers/management
to see the trail of each customer query. The customers
were given the option to return items over the web
and generating RMA nos. The RMA numbers were passed
into the epos system, Faults tracked up, actioned
and an efficient customer relationship management
structure was put in place. The customer accounts
including invoices, payments for their activities
in-store, in web and over the phone was all shown
in their account page in the web. For any of their
account queries the customers could refer their
account transactions from their web-login. The solution
provided, totally transformed their business model
into a smoother, efficient, streamlined solution.
Their sales avenues were now truly multi-channel.
They were able to run sales promotion, regular newsletters
to an ever increasing customer data base. They were
able to free up their manual resources and allocate
them more specialised tasks.
effect implementing the new system improved their
sales volume, reduced administrative costs and improved
customer service thereby providing them with an
excellent Return on investment (ROI).
more information about our solutions, please call
01753 201 253 or visit www.rmsstore.co.uk.