| The Challenge: |
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Information relating to thousands of Pharmaceutical Products was listed in three different formats – CD, data website, paper (book). When a customer enquired a particular product, it was taking sales long time to locate the product, wasting valuable man-hours. |
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This difficulty in finding product information became more apparent when the company received enquiries from abroad. The subsequent delay had resulted in customers turning to rival firms, to find the product they needed. |
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| The MSBC Bespoke Solution? |
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All pharmaceutical product rates and other details were taken from their original sources and entered into database designed to suit the firm’s specific requirements. |
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A web portal was created, with a two-tier system for customers:
1) Registered customers can log in and search through the database for product prices and information, adding items to their ‘basket’ and paying online.
2) Customers who have not registered on the website are asked to fill in and send information to suppliers system will reply with an authorisation e-mail, allowing access to the online buying system. |
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The web portal also permits clients to design their own personalised order template. |
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Queries can be handled online, by giving the customer the option of sending e-mails direct from the web portal to suppliers support department. |
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A desktop utility was added, for sales staff can also search for a product, and export the details to an Excel file. Data from the Excel file can be forwarded to the manufacturer, for ordering new stock. |
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| The Result: |
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The automated system has increased the company’s overall efficiency. It has greatly reduced the level of human error and misunderstandings, both between sales, and communication with customers and manufacturers. This has led to better business relationships and increased repeat business. |
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Installing an online query system to transmit queries via e-mail has saved on man-hour, by minimising the amount of time sales department spend talking to customers on the telephone. |
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Terms and Conditions of trading are set out clearly on the web portal, which serve to protect the company in cases of dispute. |
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Fewer payment reminder letters are needed, result had a positive effect on cash flow. |
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