VALUE IMPACT CASE STUDY

Business ImpactThe Value Realized

Sales process RealignmentSales work flow automationCRM integration with ERP

• Enabled INTERWOOD Mobel to achieve anexponential business growth.• Align its sales processes as per industrystandards.•Track site work efficiency increasecustomer satisfaction.•Ensure uniform pricing across its salesoutlets and dealer network.

USD 1.6 million in cost savings

30% reduction in cycle times

35% improvement in FTE productivity

95% on time payments

21% reduction in cost per invoice

CASE STUDY-INTERWOOD MOBEL PVT LTD

DIGITAL TRANSFORMATION: CONTENT, PROCESSES, ORGANIZATIONS www.newgensoft.com

THE CLIENT

INTERWOOD MOBEL PVT Ltd. (IWM) –INTERWOOD MOBEL is Pakistan’s leading furniture,appliances & accessories brand that covers a widearray of product categories, namely: Office Furniture,Home Furniture, Kids Furniture, Kitchens, Doors,Wardrobes, Flooring and Lifewares.

We believe in providing one-window solutions thatsave you the hassle of building your living space pieceby piece. Catering to each and every aspect of ourclient’s needs, our corporate & domestic ranges bothare above par from the industry’s standards.

Organization has evolved, through its commitment tohigh quality standards; a professional approach tomanufacturing that further grown into a wider, near-obsessive, devotion to customer satisfaction. Thecompany is wholly focused to delivering products thatare 100% in terms of quality as well as meetingcustomer requirements. The INTERWOOD culturepermeates the organization, from R&D and marketingthrough to sales and operations.

It believes in a BRAND and a lifestyle which isaffordable, aesthetically pleasing, durable andcomparable in quality and workmanship to the best inthe world.

BUSINESS CONTEXT

Achieving excellence of quality and state of the artmanufacturing INTERWOOD has been focusing toestablish an automated Sales and Marketing integrationoperations that leads to flawless operations of costing,quotation generation and further to ordermanagement and accurate deliveries, facilitatingproject management, enhance efficiencies at accountfollow up’s & customer relations management,improves on efficient complaint managementsystem,incorportion of escalation & rectificationprocess improvements.

The enterprise embarked upon a transformationjourney to address business challenges and developthrough strategic and technological initiatives incollaboration with ACCESS INFOTECH (P) LTD, INDIA.

A steering committee comprising of members fromINTERWOOD and ACCESS worked together to create asystem of seamless integrations across their total sales& business operations.this lead to a unified end to endsolution catering the total sales process through 100%online activity. .

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Challenges of the existing Sales business system

Quotation Generation Process no intelligence of any autonotifications, quotation history, customer history, or generating newquotation fast and accurate to provisions.

Sales Order booking and approval sought better functioning.

Order Approvals, Order dispatch to Factory confirmation pendency atapproval / revision / correction and no traceability at dispatch.

Accounts verification & Follow-up extensively follow-up about payments,account verification and bill passing delays order processing.

Product Management stock quantities are not accounted to ERP as the stocktransfer from one showroom to another, neither a delivery tracking systemnor a program for Item history (product wise) is incorporated at retail.

Inefficiencies at SCM status Difficult to trace status of order through SCM.Stock reservation respective to order booking not provisioned.

Display Management not provisioned, that facilitate slow moving products.

Dashboard needs efficient provision to depict the Sales, Receipts anddispatches / targets across segments of showrooms, dealers & exports.

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Sales for corporate clients Cumbersome Opportunity / Tendermanagement Not provisioned / lack s analytics on lost / won tenders.

Design intervention Turnkey or project solutions require direct / intellectualintervention of design for accurate & real time estimating & commercialcommunications.

SITE intimation–Follow-ups Weaker provisions.

No Intimation of sale to Design & project management on technicalperspective result to inefficient scheduling, costing and work assignments.

Local Purchase information not provisioned for reviewing items needed to bepurchased locally, some time such items skip from design or purchase and atthe end the customer will suffer.

E-Mail Notification Setup screen No provision for triggering emailnotification to management for any delay, completion, on hold of work.

Contractor Management inefficient to work with contractor & work ordersscheduling.

Project Management not provisioned leads to inefficiencies at siteaccomplishment.

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Customer Management

Sales Return Module sales return tracking & customer fulfillments aretroublesome .

Customer History Inefficient customer data awkward low line customermanagement.

Complaint escalation All manual systems leads to inefficient registering,tracking & rectification of complaints.

Lead Management No provision for marketing team for collaborating at leadsor contacts, lesser opportunities of customer interactions and convertingleads to quotation or order.

Contact Management no common database of customer for collaborativeutilization.

Service management unmanageable for lodging, tracking & provisioningservice requests, related to delivery, implementation or reimplementation, orcentralization for provisioning warranty claims or approving.

Website Synchronization No provision for updated prices or products at theIWM website.

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ACCESS Enterprise Business Suite - Sales, Site & Customer Management (SSC)Addressed the resolutions & roadmap to ensure successful implementations through the methodology of centralizing & automate information flow, simplifying & Standardizing processes, focusing operational excellence& optimization, developing MIS & business Intelligence for future market Expansion & growth.

The Sales, Site & Customer Management Solution targeted to be 100% automated business progression & enhance

productivity at three phases as discussed in the challenges of existing system:

Sales (quote & delivery management) Automating the process of quotation generation, order approval to dispatch management & sought productivity at the delivery & customer satisfaction.

Site (Corporate sales at turnkey & projects) to develop an indigenous project management system to raise productivity & profitability in winning contracts, product implementation & site deliveries.

Customer management (Marketing & promotion) focused to create centralized system of customer communication, marketing & complain / service escalation & retrieval.

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An automate system of sales progression

Quotation Generation Process incorporates design data & specifications from KD Max / Intericadd.

Quotation on credit tagging & tracking payment terms and restricting order on payment pendency.

Quotation Expiry Auto-expiry & delivery date, email triggering facilitates tracking & collaboration atsales.

Quotation & Order amendment like changing discounts, adding / removing products, even if for bookedorder & it updates information automatically.

Quotation & Order approval a new quote register or amended floats until approved by concernedauthority. Email notifications are triggered throughout the sales chain for stages.

Order generation process approved quote data directly transformed to order generation with paymentterms, shipment information. Automated Email notifications to sales and authorities, facilitate trackingthe order.

GDO Approval GDO Status are updated against SO approvals, supports dispatch automate GDO’sapproval for completion & ready for delivery.

Product Management reserves stocks to quotation, revising costs, design changes, and installationsdata, enable products availability more systematic.

Display Management provision generating demand note, inventory tracking, analyzing fast moving &slow moving and suggesting corrective display for increasing sale-ability.

Sales Return tracking the order or invoices in case sales return or partial returns and it’s subsequenteffects on inventories & rejection handling.

Dashboard reporting develop to depict sales, receipts and dispatches / targets across segments ofshowrooms, dealers & exports.

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Project Management & Site Module tracking project progression from tender generation toquotation tagging, track the progress of various sites, sites completed, on hold, in progress.This facilitate site supervisors / manager for time management, installation & furnishingprovisioned by e-mail notification & scheduled reporting.

Opportunity / New tender management a centralize provision to track opportunity, relevantdocument & commercials creation, analytical data of work history & customer history, andanalysis on lost / won tenders.

Design intervention Turnkey or project solutions constitute through direct / intellectualintervention of design for accurate & real time estimating & commercial creations .

Suggestion of sale to Design & project management on technical perspective result to moreefficient scheduling, costing & work assignments to customer perspectives.

Installation instructions & vending items Purchase information is provisioned for reviewingitems needed to be procure locally, or if some time any vendor items skip from delivery samespecification can be purchase so that at the end the schedule shall not suffer.

SITE intimation & Follow-ups provisions for auto email notifications & follow-up statuses.

E-Mail Notification to management for any delay, completion, on hold of work assignment.

Contractor Management Provisioning contractor’s database and tooling and skills togenerate work orders for standard / non standard orders, execute work orders moreefficiently.

Enterprise Reporting support decision making, material planning, delivering best to themarkets, analyzing delayed orders etc.

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Customer Relation Management Lead Management track the leads by assignment, follow-ups communications to convert to quotation then to order. Leads sourced via. campaigns,promotions or exhibiting. With reporting like lead conversion ratio, customer leakage, orderor expired category wise and sales point wise.

Campaign Management planning campaigns, packaging / gift amount and discounts,centralizing to be resourceful to marketing. Campaign leads at maturity linked to retail billand quotations .

Contact Management a common customers contact database to CSD & marketing tomaximum opportunities of sharing future events or campaign & promotions.

Complaint Management centralized resolution of complaints tracking, escalation anddevelop a mechanism to rectify and resolve the complaints. Complaint registered, floatthrough for assignment, reports related to severity, resolutions & claim registrations ifwarranty or FOC issues arise, Issuance of replacement material respective to kind of repairs &approvals.

Warranty Module tracking product failures or defects arise for repair or replacement underwarranty terms, online provision for warranty cards tagged to invoice, tracking warranty.

Website Synchronization for Updating product pricing, marketing promotions, exhibition infoor media coverage.

Dealer Management online system for IWM-Dealers to maintain their own records for salestransactions, orders, receipts, GDO’s, contact management & CRM. Configured with variousdealers’ reports to enhance opportunity to sell & have collaborative relationship.

EMAIL US AT

sales@accessinfotechidia.com

CALL US AT

91-9988901721

$ 400% increased sales opportunities through indigenous quotation system.

$ 100% increased orders closures through efficient dispatch management system.

$ 80% increased cash flow facilitate better insight at financial planning.

$ 90 - 95% efficiency in project or site executions through automated workflow, design interventions, resource tracking and work alignment system.

$ 30% better performance on deadline closures.

$ 100% accuracy & efficient utilization of customer contact data raised marketing efforts & better results of promotions or campaigning.

$ 90 - 95% achieved efficiency in customer complaint management & warranty resolutions.