A luxury manufacturer had a problem. It received numerous telephone inquiries for product information during each business day. These telephone inquiries were fielded at the corporate headquarters by customer service representatives who processed the inquiries directly into an outside fulfillment company's online ordering system.

There was a problem, however.

The online ordering system was developed primarily for bulk shipment requests, and these consumer inquiries typically consisted of only two items (a brochure and a price list). Toggling back and forth between ordering screens while keeping the customer on the phone was both inefficient and annoying to the customer.

Trying to speed up the process, the manager in charge of customer service asked the fulfillment company to make changes in its online ordering system, which, unfortunately, the fulfillment company declined to do.

And for good reason. The fulfillment company's online ordering system had been developed by an outside firm. Making changes to the system was both prohibitively expensive and prone to quality control issues as outside programmers were not always available for testing after the changes were made.

VIA solved the problem. As a data management as well as fulfillment company, VIA possessed the in-house capability to make changes to its online ordering system. Once hired, VIA created a sleek, simple inquiry response application that operated in tandem with its online ordering system, allowing customer service representatives to enter the product inquiry requests in half the time as before.

The bottom line improved employee productivity and more efficient handling of prospect calls.

Click here to learn more about how VIA can help you and to receive a complimentary gift.