Software: Order Entry System Reduces Shipping Errors
¥ the ability to process far more orders than Jack Stack did at the time, to allow for future growth;
¥ custom reports that easily could be created without the assistance of the vendor’s support team; and
¥ the option to pay for the OES incrementally.
Jack Stack officials ultimately chose DMA’s MACH2K software in the spring of 2004 for their 10-seat contact center. Johnson, accompanied by Jack Stack’s chief financial officer and general manager of shipping, traveled to DMA’s Cincinnati office for one week of preliminary training. Following that, two DMA representatives spent another week at Jack Stack installing the software and training the CSRs.
Larry Maher, vice president of sales and marketing for DMA, notes that a basic MACH2K package for 10 concurrent users costs from $40,000 to $50,000, depending on additional software modules, such as programs for product personalization or continuity business.
Here’s how the MACH2K system works: When a customer places an order with a CSR, the billing information is entered first. The system then prompts the CSR for a shipping address and asks whether or not this address should be the same as the billing address. All of the order information is visible on one page, allowing the CSR to verify with the customer the entire order without scrolling from screen to screen.
Internet orders are sent in batches from the Jack Stack’s Web site every 15 minutes to a CSR who reviews the orders to make sure the company has the items in stock. Once reviewed, the orders automatically are loaded into the OES. Both Internet and phone orders are fed through a separate address quality program to reduce keystroke mistakes and standardize addresses.
The results? “Order entry errors were reduced by more than 50 percent, and shipping errors were virtually eliminated,” says Johnson. Additionally, he points out that order entry time was cut by one-third, allowing Jack Stack to handle more calls without adding personnel. While processing Internet orders previously required several CSRs to key orders manually, now all Web orders can be handled by one person.