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Archive for December, 2013

Helping Sales Reps Order for Customers with In-Store Edit

December 31st, 2013 Manasi Kulkarni No comments

Online shopping is not always necessarily an online experience, which means that sales and customer service reps have an important role to play in creating satisfied customers. A lot of shoppers place orders through the call center channels, and they expect the same pricing, discounts, etc. as an online shopper. It then becomes crucial for ecommerce merchants to equip their customer service reps with all the necessary tools to assist customers and place orders on their behalf.

Ignify’s Order Entry Solution gives sales reps a 360 degree view of the customer and helps them place an order quickly and easily. Not only does it support simple orders, but also complex orders such as for products that come with special bundled discounts, or a buy one get one free offer, or configurable items such as laptops, etc. Web stores can process these complex purchases easily as they are designed to make the shopping experience simple and intuitive.

The same ease of shopping is carried over to the sales rep through a unique feature that allows the sales rep to navigate seamlessly from within the Ignify eCommerce Manager Panel to the web store and back. The ‘In-Store Edit’ menu allows the sales rep to login to the customer’s account on the web store via the Manager Panel, choose complex products from the web store, add them to the order, and then return back to the Manager Panel to complete the order and invoicing procedure. The feature gives him the best of both worlds with its intuitive design and seamless transitioning.

The sales rep places an order for the customer via the Ignify eCommerce Manager Panel

The sales rep places an order for the customer via the Ignify eCommerce Manager Panel.

With in-store edit, the sales rep is logged into the customer's account and shops on his behalf

With in-store edit, the sales rep is logged into the customer's account and shops on his behalf.

Go ahead and give your sales reps the power they need to tackle their customers’ shopping needs!

If you have any questions about how Ignify can improve your sales order entry processes, please email us at orderentry@ignify.com.

Manasi Kulkarni is a Product Marketer at Ignify. Ignify is a technology provider of ERP, CRM, and eCommerce software solutions to businesses and public sector organizations. Ignify has been included as the fastest growing business in North America for 5 years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine and ranked as one of 100 most innovative companies in the world in the Red Herring Global 100 in 2011.

Speed Up Order Capture with Order Entry for Microsoft Dynamics

December 31st, 2013 Manasi Kulkarni No comments

Some time back we wrote about how Ignify’s Order Entry solution allows you to place an order in just 10 clicks. But we are excited to share that we have streamlined the order placement process even further, giving your customers a fast and easy checkout experience with a minimal number of clicks.

Let’s see how this magic works.

Given below is the sequence of events that comprise placing an order, from the first step of clicking to place a new order, to the last step of receiving an order confirmation. Not only does the Order Entry solution make things simpler, it also allows the customer the satisfaction of complete control over his order placement procedure.

A registered user clicks on the ‘Quick Order Entry’ link in his self-service ‘My Account’. This launches the Quick Order Entry form. Merchants have an option to bring the link to the homepage of the web store for even greater visibility and ease of navigation.

Quick Order Entry

Enter the search criteria or click on the ‘Quick Order List’ to populate the order with the line items. The Quick Order list is created by the customer or the sales rep on behalf of the customer, and is handy when the customer (particularly of a B2B store) wants to reorder specific items repeatedly. Customers and sales reps can use each other’s ‘Quick Order Lists’ to place orders.

Quick Order Lists

Clicking on ‘Continue Checkout’ opens an editable shipping details section populated with the stored shipping details and preferences of the customer, which naturally saves the customer valuable time by not making him manually enter that information.

Continue Checkout

Clicking on ‘Continue Checkout’ launches the payment section populated with the customer’s credit card details and billing address. The customer enters only his credit card security code here.

credit card details and billing address

Click on ‘Place Order’ and you are done! The order is submitted for processing and the customer receives a confirmation of the order placed.

confirmation of the order placed

A customer may also redeem any reward points or apply any coupon codes to his order as well.

The sales rep can also place a ‘Quick Order’ for a customer through the Manager Panel by selecting a ‘Quick Order List’ that populates the order with line items as specified in the list. This reduces the number of clicks required to place an order, eliminating the need to choose line items individually through the SKU lookup mentioned here in click 6.

For today’s online shopper, the overall speed of shopping from order placement to delivery is very important, and implementing this quick order entry solution could earn you long-term loyal customers.

Manasi Kulkarni is a Product Marketer at Ignify. Ignify is a technology provider of ERP, CRM, and eCommerce software solutions to businesses and public sector organizations. Ignify has been included as the fastest growing business in North America for 5 years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine and ranked as one of 100 most innovative companies in the world in the Red Herring Global 100 in 2011.

Security, Access, and Convenience: Giving Banking Customers the Service They Value Most

December 19th, 2013 Ashley Harbaugh No comments

For today’s banking customer, the ability to quickly and easily get the information and services they need is of utmost importance. In fact, not only is it a desire, but it’s an expectation. With smartphones connecting consumers to businesses with just a click of a button, people now view the ability to get in touch with a representative at any time (and in any place) as the norm.

According to the Customer Experience Report for Retail Banking by Cisco – a study in which 1,514 end-user respondents and 405 retail banking professionals were surveyed across 10 countries – the top attributes that consumers want from their banks is availability (63%), competence (65%) and efficiency (68%). People want to be able to get what they need quickly and easily, and they want to be sure that no matter which service representative helps them, they will have a worthwhile engagement.

And according to the study, in terms of exchanging personal information for valuable services, 56% of consumers would share more personal information in order to simplify management of finances. But interestingly, less than half of consumers (45%) believe banks know enough about them to offer personalized services.

Based on the statistics above, banks definitely have room for improvement on the personalization front. But while it may seem like a daunting task, getting a system for organizing and consolidating customer information helps make customer service operations flow smoothly and efficiently.

Keeping Service Representatives Well-Informed

Ensuring that your service representatives are always up-to-date on customer activities is crucial in helping them maintain high-touch, beneficial communication for both sides. (Beneficial for the customer in that it provides information they value; beneficial for the service rep in that it strengthens the relationship and opens up the potential for further cross-sell and up-sell opportunities.)

The power of Microsoft Dynamics CRM is its customer database. The system contains a comprehensive record of all accounts (from major businesses to individual customers), and a full history of all transactions and interactions with the customers.

By having this repository of information right at their fingertips, customer service reps are able to get an instant snapshot into a customer’s needs, which enables them to quickly provide any customer with knowledgeable service.  By standardizing customer service across all service reps, banks assure customers that no matter which branch they drop in, or which time they call, the rep they face will see who they are and give them what they need.

In addition to the convenience and access that the database offers service reps and, by extension, the customers themselves, the role-based security also helps customers rest easy that their information is only in safe, trustworthy hands. Within Microsoft Dynamics CRM, managers are able to identify the specific service team members who have access to the customer database, providing tight data security by ensuring that only the right team members can view it.

Microsoft Dynamics CRM allows service reps the ability to gain an overview of all customer information

Microsoft Dynamics CRM allows service reps the ability to gain an overview of all customer information. In the above image, a service rep can see customers by type and account type in both a graph view (right) and in a list view (left).

Microsoft Dynamics CRM allows service reps the ability to gain an overview of all customer information. In the above image, a service rep can see customers by type and account type in both a graph view (right) and in a list view (left).

Alerts in Microsoft Dynamics CRM can be sent to customer service representatives

Alerts in Microsoft Dynamics CRM can be sent to customer service representatives, notifying them of any new customer activities, and allowing them to follow-up and provide value-added services.

Giving a Quick Response = Making the Customer Happy Faster

No one likes to be kept waiting, especially when someone needs help on something. One important way that Microsoft Dynamics CRM helps service reps respond quickly to customers is through the system’s integration with Microsoft Outlook.

For example, through Microsoft Outlook, service representatives are first able to create templates that contain a response to the customer’s issue or question. And with Microsoft Outlook’s integration with Microsoft Dynamics CRM, the service rep can also go through the Knowledge Base and attach any relevant guides or information they find to the email (see the sequence below).

A customer emails a service rep asking for help logging into her account

A customer emails a service rep asking for help logging into her account.

A service rep is able to create email response templates

A service rep is able to create email response templates, which saves the rep time by automatically filling in an email response to the customer’s issue.

Integration between Microsoft Outlook and Microsoft Dynamics CRM allowing access to CRM's Knowledge Base through Outlook

With the integration between Microsoft Outlook and Microsoft Dynamics CRM allowing access to CRM’s Knowledge Base through Outlook, a service rep can search the Knowledge Base for articles that are relevant to the customer’s request, and then attach them to the email response.

With Microsoft Dynamics CRM helping service reps to manage and track customer interactions, and thus better understand how to serve each customer, financial institutions (and their customers!) benefit from a service force that is always up-to-date and in-the-know.

If you would like more information on how Microsoft Dynamics CRM can help you exceed customer expectations, please email us at crm@ignify.com.

Ashley Harbaugh is a Product Marketing Specialist at Ignify. Ignify is a technology provider of CRM, eCommerce and ERP, and Point of Sale software solutions to organizations. Ignify has won the worldwide Microsoft Partner of the Year Award in 2013, 2012 and 2011. Ignify has been included as the fastest growing business in North America for 7 years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine from 2007 to 2013.

Avon Versus Revlon – A tale of two ERP Systems: SAP and Microsoft Dynamics AX

December 16th, 2013 Sandeep Walia No comments

Wall Street Journal reported that Avon pulled the plug on a $125Million SAP project after a Canadian pilot prompted sales reps to quit in frustration.

Avon began using the new order management software system in Canada in the second quarter. The SAP based system was so burdensome and disruptive to Avon representatives' daily routine that they left in meaningful numbers.  "In light of the potential risk of further disruption," Avon decided to halt the software's rollout to other countries, according to a filing with regulators Wednesday.  The company expects to write down between $100 million to $125 million of the cost of the software because it won't be put to use in the rest of the world.

Interestingly, Avon’s competitor – Revlon chose Microsoft Dynamics AX which in stark contrast is a success story! Revlon runs 50 different business entities and collapsing 21 separate ERP systems in to one.

Microsoft Dynamics AX is being used at Revlon to unite customers, unite business and IT, unite their people and act as one unified organization. David Giambruno, Senior VP and CIO of Revlon stated that there is a “no customization rule” within Revlon. So Microsoft Dynamics AX has been implemented with no customization. Revlon processes an average of 14,000 transactions in a second according to Anya Ciecierski, ERP Software Blog Editor. The base implementation and the first company took a year to go live. However the second country went live in 14 days and the third country in less than a day!

Why such a big difference in these two implementations? Why did Avon fail so miserably with SAP and Revlon succeed so spectacularly with Microsoft Dynamics AX. As Steve Rosenbush, Deputy editor at Wall Street Journal pointed out the failed implementation reflects the rise in importance of usability. Microsoft Dynamics AX is modern, intuitive, easy to use, flexible and agile as evidenced in the role center below. You can have the best system implemented but if users will not use it due to poor usability you will have failure.

Accounts Payable Coordinator Role Center

Microsoft Dynamics AX presents high usability ERP making it easy and intuitive for users to work with. The picture above is for an Accounts Payable Coordinator Role Center. Business Intelligence is not limited to just executives but available to operational users.

In addition Microsoft Dynamics AX is powerful evidenced by the fact that a company the size of Revlon could implement it with no customizations. There is deep capability for enterprise financials, supply chain management, inventory, warehousing, retail, merchandising, MRP, procurement, vendor management, customer management, HR and Payroll in Microsoft Dynamics AX.

If you’re looking at a new ERP system please email us at ERP@ignify.com

Sandeep Walia is the CEO of Ignify. Ignify is a technology provider of CRM, eCommerce and ERP, and Point of Sale software solutions to organizations. Ignify has won the worldwide Microsoft Partner of the Year Award in 2013, 2012 and 2011. Ignify has been included as the fastest growing business in North America for 7 years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine from 2007 to 2013.