Our client is one of the leading listed wholesale stationery trading companies in Saudi Arabia. Some of the activities of our client include trading in office and school supplies, children’s toys and educational aids, audio visual instruments, photography tools, and maintenance of computers and electronic items. Our client operates through two divisions namely retail and wholesale.
Our client’s business relied heavily on its Customer Service Coordinators (CSC) for processing orders placed by sales personnel, on behalf of B2B wholesale clients. Even after implementing an ERP environment, sales personnel did not have direct access to the system; CSCs acted as an intermediary. Multiple frequent interactions with CSCs by the sales personnel were required to process the order, placed against each of the B2B wholesale client. The client wanted to empower their sales team by allowing them to easily place orders for products on behalf of the B2B wholesale clients, increase the average order value, up-sell products, get real time update about the inventory, product information and price etc. through a web and mobile based application. This B2B ecommerce solution would allow them to become more self-sufficient. This business transformation was critical to eliminate manual intervention of CSCs, leading to rapid increase in operational efficiency and allowing sales personnel to focus on providing more value-added information to their clients.
Embitel proposed a web and mobile application which would provide single point sign-on and seamless access to the ERP data through a personalized, role-based and customized user interface. This approach drastically reduces the intervention required by CSCs for processing the orders and at the same time allows sales personnel to access the web and application directly. Key features of the proposed solution were: