Order-flow calculator
DVA recently completed an interactive tool that graphically illustrates the timeline for a chair lift order. The application addresses an important issue for Stannah.
Because their lifts are sold throughout the world through a large number of distributors, it is essential that endusers are given a realistic schedule for manufacture, delivery and fitting. Distributor sales staff can be somewhat over-optimistic in quoting delivery times to customers, resulting in a poor customer experience when those times are not met. Stannah wanted a tool that would help them with the training of distributor staff, and would be suitable for the sales staff to use with customers. The solution is to show in a highly visual and easily assimilated way how the entire delivery time is made up and who is responsible for each step.
The timeline consists of a series of essential stages, including taking the order, processing the order, design, gaining approval from the customer, manufacture, shipping and installation. Even delays like being held in customs have to be taken into account, and this can vary considerably from country to country. The timeline is shown in an interactive Flash module that can be used on a local PC or accessed through the Stannah extranet. Each step of the process is assigned a default duration specific to the particular model of chair and country, but users can change those over which they have control. After stepping through each stage the total duration is displayed at the end.
All the duration data for each chair and country is held externally to the Flash module in a text file, to facilitate easy updating and translation into other languages in the future.
The interactive tool has been highly successful. Initial feedback is that endusers find it engaging and that it clearly demonstrates to resellers where the responsibilities lie in the order process. The next step is to roll it out to the other parts of the group.
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