case study e-commerce: higma service

Case Study eCommerce: Higma Service

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Case Study eCommerce Higma Service

Higma Service Sp. z o.o. has operated on the Polish market since 1998, employing 50 people, possessing 25 vehicles and over 1000 m2 of warehousing area.


Higma Service is a distributor of specialist cleaning agents by renown brands: TORK, Diversey, Taski, 3M and Vermop. Its customers include e.g. public institutions, catering and hotel companies.


Higma Service received funds for modifications concerning B2B activities and decided to start cooperation with i-systems. Both companies started from a detailed analysis of the entire enterprise.

eCommerce challenges

Identified project challenges

Efficient service of customers in the entire territory of Poland

Mechanism for settlements of contracted customers owning numerous facilities

Automatised sales process

Centralised information exchange system



Elimination of errors caused by a growing base of compatible products

More efficient planning of meetings

Off-line access to the up-to-date catalogue of products

CFrequent updating of stock



Full integration of ERP with B2B system

Improved warehouse management

Central management of sales and marketing

Reporting and verification of sale plans in real time

Implementation stages

Future work organisation was divided into three stages

Stage I infrastructure, CRM and ERP

Stage IIincreased

wholesales

Stage III Automatised debt

collection and sales

Stage I – Infrastructure, CRM and ERP

The first stage of the project consisted in maximum relief of the resources held by simplifying and automating repeatable processes.The actual structures were reflected, comprising e.g. modelling of facilities, employees, manufacturers, vendors and all products, including their substitutes.



The data control was given to the proprietary CRM system, the architecture of which was designed to enable free management of authorizations distributedamong modules responsible for price lists, contracts, currencies, discounts, ordersand vendors.


Simultaneously, integration with ERP Comarch Optima, responsible for exchanging product information or price synchronisation, information on vendors and orders, was implemented.


i-systems Integrator maintains an up-to-date database thanks to which all system users have access to updated information. It also generates data in the form of pivot tables, chart, map or scorecard. What is more, the module enables to create budgets and analyse their performance.


Also the courier shipment handling was automatized. The system generates bills of lading and notifies the vendor of the shipment status by e-mail or SMS.

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Stage II – Increased sales


The next stage of works was facilitation of the whole sale process by improved contract customer service, simplified offering, mobile trade panel and access to off-line product catalogue.


The system supporting handling of key customers, with each vendor's outlet having its own store configured in line with the contract terms and conditions. The final terms and conditions are approved by the regional manager.


As a result, the people ordering products in particular branches of hotels, restaurants or banks can see only the selected products with prices or converted into points, with the amount specified by the contractual terms and conditions, in their panel.


What is more, the panel enables to:

the orders quickly

them as a pdf file

arrange business meetings


The problem of manual creation of bids in line with strict tender terms and conditions was solved.It was thanks to the offering module, enabling simple "clicking" of all parameters in the systemand specifying the margin for the entire offer.


Simultaneously with works on B2B system, an Android application was created. Its task is to ensure access to a comprehensive offer of the company in sites without permanent Internet access. The application, in the form of a catalogue, is used both by salespeople and customers.


The field workers have a mobile salesperson module.This programme is available from the browser level, designedin responsive web design It offers e.g. access to all customer information with expanded diary options.

Stage III – Automatised debt collection and wholesales


The third stage of works?All the regular customers were covered by the panel facilitating sales, service and debt collection.


The objectives for this stage include:

increased wholesale efficiency

automatic debt collection procedure

improved after-sales services


At this stage, a dedicated E-DOK panel was created. After logging in, customers may place orders in the outlets they are allocated to and can display historical orders. Customers with higher buying potential can negotiate prices, submitting a request for proposal concerning specific products and sets.


To automatise payment control, a debt collection module was created, ascribing reliability status to customers. Each status has a different payment option, credit limits and delivery options. Once the status is changed, the predefined internal activities,e.g. automatic reminder e-mail, are initiated.

Summary

The functionalities described above are but a fraction of the system created for 5 years.It is worth mentioning also that the ultimate success of the created project is largely attributable to trust, professional approachand exceptional resolve of Higma Service management board.

"Thanks to fruitful cooperation with i-systems, Higma Service Sp. z o.o. has a unique tool, enabling to optimise business

processes between Higma Serviceand its partners and vendors in daily work.

The introduction of the innovative solution enables us to change the nature of work carried out, avoid mistakes and, consequently

to improve quality of the service offered.

Assessing our cooperation and results obtained after the application was implemented, I can recommend i-systems as a professional and reliable

partner not only when it comes to software design, but also creation of a tool optimisingthe operating costs."

Maciej Jaeschke Higma Service Management Board President

www.i-systems.net


Design and implementation: contellio.com

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case study e-commerce: higma service

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