CIMdata PLM Industry Summary Online Archive
25 May 2005
Product News
glovia.com Customer Portal Increases Customer Satisfaction and Reduces Transaction Costs Through the Internet; New Functionality Streamlines Sales Cycle, Compresses Quote-to-Order Cycle, and Improves Information Visibility
Glovia International , a subsidiary of Fujitsu and a leading provider of extended ERP solutions for engineer-to-order and high volume manufacturers, announced from the 2005 Glovia International User Group Conference in Long Beach, California, the availability of glovia.com Customer Portal, a new module that increases customer satisfaction and reduces transaction costs through the Internet.
Customer Portal makes it as easy as possible for customers to do business while minimizing service-related costs by providing manufacturers' customers with 24/7 direct access to sales quote, sales order, and order status functionality and information via the Internet. The solution also supports advanced inventory replenishment strategies, such as consigned inventory, through the same easy-to-use browser interface.
The solution streamlines the sales cycle by enabling customers and prospects to obtain accurate and instant sales quotes and subsequent information regarding their quote, orders, and consigned inventory through the Internet without having to wait for a response from a sales or customer service department. Items ordered and/or quoted can be a combination of items direct from a regular catalog or in more complex industries a customer can invoke the embedded configurator to make certain that the end item is exactly what is required.
The comprehensive order management functionality streamlines complex pricing, delivery, and scheduling issues. The application's "shopping cart" interface simplifies the order entry process and provides support for the entire order entry process by managing customer order addition and maintenance.
Customers also have instant and accurate visibility into their order status as the solution allows them access to the information they want when they want it. In addition to allowing customers to access routine order information via the Internet, Customer Portal also:
• Provides real-time visibility into order status and allows data to be viewed by order and item
• Enables customers to view and change their account profile
• Provides access to product catalogs including specifications, photos, drawings, and more
• Enables seamless order tracking from dispatch to invoice
"Given today's increasingly competitive manufacturing environment, providing superior service is vitally important to forging lasting and profitable relationships with customers," states Randy Ehler, Executive Vice President, Research & Development and Products for Glovia International. "glovia.com Customer Portal helps manage customer facing business processes critical to keeping customers happy thus boosting customer satisfaction levels while freeing employees to add value instead of responding to customer requests and issues."
Customer Portal seamlessly integrates with other glovia.com modules enabling manufacturers to:
• Convert sales quotes to sales orders instantly, with order numbers generated automatically
• Populate forms with data from customer master files to save time and eliminate data entry errors
• Generate sales quote numbers in real-time, not from batch updates or data transfers
• Create master customer records instantly when prospects convert quotes to orders
• Support product and order configurations including the ability to configure a required end-item while placing an order
• Access eCRM software for opportunity and contact tracking and management
Additional Customer Portal Benefits
• Improves customer service levels and builds customer loyalty
• Decreases support center traffic and reduces customer service costs
• Provides customers with anywhere/anytime access to information
• Increases revenues by slashing quote-to-order cycle times
• Improves information visibility and accuracy
• Validates orders and minimizes downstream errors
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