Wundercars, one of the UK`s largest Web-based car supermarkets, has installed Staffware to provide their enterprise wide end-to-end business process automation solution. The online order system is now linked to the internal management and administration processes, through to fulfilment and the post-sales customer relations programme.
With thousands of cars on offer online - along with Warranties, Finance, Contract Hire facilities and Personal Contract Plans - `purchase management` was identified as the key solution to the on-going success of the organisation.
Historically, once an order was placed, a series of complex, paper-based business processes ensued, incorporating finance, order management and supply chain management. In effect, the existing business processes failed to link the front office order placement with the back office processes required to drive the order forward.
At the same time, the sales team spent a large amount of time managing the customer after the order had been placed. Customer queries usually relating to the status of the purchase, could take anywhere between 20 minutes to three hours to complete, as the existing records were all paper-based.
Following the Staffware installation, the entire business process has been automated, linking both front and back office business applications. At the front end, Staffware has been integrated with e-flow - an enquiry handling and management system developed by software vendor, E-Sales. Call handlers are now able to instantly access up-to-date records via a PC in a call centre environment, while customers can also be proactively informed as to the status of their order. As a result, incoming calls have reduced significantly.
David Sugars, CEO of Wundercars, commented: "Wundercars required a sophisticated solution to manage its customer and supplier relationships. Staffware acts as the core engine driving the inherent business processes behind these relationships."
Rob Glenn, Business Unit Director, Utilities, Telecoms & Commercial Division, Staffware stated: "As a prime example of a second generation Web site, Wundercars has recognised the importance of fully automated business processes linking both front and back office business applications. As a result, Staffware will not only enhance the customer experience of Wundercars, but bring considerable cost and efficiency savings to the organisation."
Sugars reports that Staffware has re-engineered the Wundercars customer relationship process: "Crucially for Wundercars, the opportunities for cross-selling and added value sales have been maximised, with the sales team now spending more time selling and less time doing administrative tasks. Yet the customer experience remains excellent."
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