Order Fulfillemnt

The Client
A North Dakota-based company that provides Internet access for local customers, as well as server hosting, oracle hosting and security solutions for customers worldwide.

The Client's Need
The company was having trouble with the process of order fulfillment. When a customer would call to purchase a dedicated server for their company, the person who took the call was to handle all of the work for that account. But there was no process in place to make sure that all of the appropriate steps were followed by each person on staff. So there were inconsistencies. Without a checklist of required actions, there was no way to develop uniformity of service. Steps were being missed. Communication was not flowing between the techs and the billing department. Customers weren't being added to the database and were being missed in mailings and other customer communications. IP addresses were not being documented correctly, creating long term problems when it came to account maintenance.

How HighOrbit Helped
In short, HighOrbit's Workflow brought order to a disorderly system. First of all, each and every call that comes into the company is handled now by a single person. That person acts as sort of a dispatcher. And each member of the staff is assigned to a particular group. So when a sales call comes in, the dispatcher gets all of the pertinent information and assigns the account to a group, instead of a single person. The process is set up based on the customer's specific requests, and it flows through a number of different departments and groups within the company before it is completed.

One of the client's biggest problems before was that everyone had their own way of doing things. As a result, there was no order or uniformity in the business processes. HighOrbit Workflow insured that each step would be assigned and completed in an established order, before the next step would begin. Steps can't be skipped by the nature of the process, so every customer's account is handled properly from the start.

The Results
Implementing HighOrbit Workflow helped the client address major issues they were facing:

• Control: The process is now under control. Everything gets completed on time and if problems arise at a particular step, they're easy to address. And the client doesn't need to track someone down to monitor the status of the account.

• Communications: By nature, the client's old process for handling customer accounts was very individualistic. Each person only knew about the accounts he was working on, and he may be the only person who knew about that account. HighOrbit Workflow has helped open up communication company-wide.

• Accountability: With HighOrbit Workflow there is no guessing if the proper steps are being taken. If they're not, everyone is aware of it, and the problem is addressed appropriately. Each member of the staff knows what he's responsible for and what's expected of him in the process.

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