Download - Case study e-commerce: Higma Service
Case Study eCommerce Higma Service
Higma Service Sp. z o.o. has operated on the Polish market since 1998, employing 50 people, possessing 25 vehicles and over 1000 m2 of warehousing area.
Case Study eCommerce Higma Service
Higma Service is a distributor of specialist cleaning agents by renown brands: TORK, Diversey, Taski, 3M and Vermop. Its customers include e.g. public institutions, catering and hotel companies.
Case Study eCommerce Higma Service
Higma Service received funds for modifications concerning B2B activities and decided to start cooperation with i-systems. Both companies started from a detailed analysis of the entire enterprise.
eCommerce challenges
Identified project challenges
Efficient service of customers in the entire territory of Poland
Mechanism for settlements of contracted customers owning numerous facilities
Automatised sales process
Centralised information exchange system
eCommerce challenges
Identified project challenges
Elimination of errors caused by a growing base of compatible products
More efficient planning of meetings
Off-line access to the up-to-date catalogue of products
CFrequent updating of stock
eCommerce challenges
Identified project challenges
Full integration of ERP with B2B system
Improved warehouse management
Central management of sales and marketing
Reporting and verification of sale plans in real time
Implementation stages
Future work organisation was divided into three stages
Stage I infrastructure, CRM and ERP
Stage IIincreased
wholesales
Stage III Automatised debt
collection and sales
Stage I – Infrastructure, CRM and ERP
The first stage of the project consisted in maximum relief of the resources held by simplifying and automating repeatable processes.The actual structures were reflected, comprising e.g. modelling of facilities, employees, manufacturers, vendors and all products, including their substitutes.
Stage I – Infrastructure, CRM and ERP
Stage I – Infrastructure, CRM and ERP
The data control was given to the proprietary CRM system, the architecture of which was designed to enable free management of authorizations distributedamong modules responsible for price lists, contracts, currencies, discounts, ordersand vendors.
Stage I – Infrastructure, CRM and ERP
Simultaneously, integration with ERP Comarch Optima, responsible for exchanging product information or price synchronisation, information on vendors and orders, was implemented.
Stage I – Infrastructure, CRM and ERP
i-systems Integrator maintains an up-to-date database thanks to which all system users have access to updated information. It also generates data in the form of pivot tables, chart, map or scorecard. What is more, the module enables to create budgets and analyse their performance.
Stage I – Infrastructure, CRM and ERP
Also the courier shipment handling was automatized. The system generates bills of lading and notifies the vendor of the shipment status by e-mail or SMS.
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Stage II – Increased sales
Stage II – Increased sales
The next stage of works was facilitation of the whole sale process by improved contract customer service, simplified offering, mobile trade panel and access to off-line product catalogue.
Stage II – Increased sales
The system supporting handling of key customers, with each vendor's outlet having its own store configured in line with the contract terms and conditions. The final terms and conditions are approved by the regional manager.
Stage II – Increased sales
As a result, the people ordering products in particular branches of hotels, restaurants or banks can see only the selected products with prices or converted into points, with the amount specified by the contractual terms and conditions, in their panel.
Stage II – Increased sales
What is more, the panel enables to:
the orders quickly
them as a pdf file
arrange business meetings
Stage II – Increased sales
The problem of manual creation of bids in line with strict tender terms and conditions was solved.It was thanks to the offering module, enabling simple "clicking" of all parameters in the systemand specifying the margin for the entire offer.
Stage II – Increased sales
Simultaneously with works on B2B system, an Android application was created. Its task is to ensure access to a comprehensive offer of the company in sites without permanent Internet access. The application, in the form of a catalogue, is used both by salespeople and customers.
Stage II – Increased sales
The field workers have a mobile salesperson module.This programme is available from the browser level, designedin responsive web design It offers e.g. access to all customer information with expanded diary options.
Stage III – Automatised debt collection and wholesales
Stage III – Automatised debt collection and wholesales
The third stage of works?All the regular customers were covered by the panel facilitating sales, service and debt collection.
Stage III – Automatised debt collection and wholesales
The objectives for this stage include:
increased wholesale efficiency
automatic debt collection procedure
improved after-sales services
Stage III – Automatised debt collection and wholesales
At this stage, a dedicated E-DOK panel was created. After logging in, customers may place orders in the outlets they are allocated to and can display historical orders. Customers with higher buying potential can negotiate prices, submitting a request for proposal concerning specific products and sets.
Stage III – Automatised debt collection and wholesales
To automatise payment control, a debt collection module was created, ascribing reliability status to customers. Each status has a different payment option, credit limits and delivery options. Once the status is changed, the predefined internal activities,e.g. automatic reminder e-mail, are initiated.
Summary
The functionalities described above are but a fraction of the system created for 5 years.It is worth mentioning also that the ultimate success of the created project is largely attributable to trust, professional approachand exceptional resolve of Higma Service management board.
"Thanks to fruitful cooperation with i-systems, Higma Service Sp. z o.o. has a unique tool, enabling to optimise business
processes between Higma Serviceand its partners and vendors in daily work.
The introduction of the innovative solution enables us to change the nature of work carried out, avoid mistakes and, consequently
to improve quality of the service offered.
Assessing our cooperation and results obtained after the application was implemented, I can recommend i-systems as a professional and reliable
partner not only when it comes to software design, but also creation of a tool optimisingthe operating costs."
Maciej Jaeschke Higma Service Management Board President
Design and implementation: contellio.com
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