Still Capturing Customer Orders and Part Details on Paper?

On daily basis, it is very difficult task for OEMs to capture customers interested in their products with a perfect marketing strategy. So, these OEMs have started segregating the customers into different categories on the basis of their satisfactory feedback levels.

Basically customers are divided into six categories according to hierarchy. It includes:

1. Endorsers: These are the people, who have bought and used the product/service offered by an organization. They are highly satisfied with the OEMs services and share their delightful experience with other people freely. Usually, new customers fall in this category.
2. Buyers: These people are frequent buyers of the product/services from an organization, but would hardly advocate it to anyone else. Due to some unpleasant experience such customer have downgraded the organization from endorser’s category and is no longer willing to vouch.
3. Satisfied Mutes: The customers of this category are the one who buy products/services, but never interact with the OEMs and dealers to give any kind of feedback. Most manufacturing firm or organizations also don’t worry about their opinion as such customers keep on buying the same product again.
4. Dissatisfied Mutes: In this category the customers fall are the one who have downgraded from the category of satisfied mutes and OEMs or dealers are not aware about it. The simple reason behind this change is lack of communication.
5. Grumblers: In every organization such customers are present and they know it. According to their negative experience in past, they are unwilling to change their perception about company. But OEMs believe that nothing can be done to earn a positive review from them.
6. Complainers: The strength of such customers is very small but they can cause good damage to any OEM. Such customers share their negative experiences with others.

All the above analysis was meant to simplify the equation that it takes six times more effort to make a new customer, than retaining the old one. If the problems experienced by the customers are resolved immediately, they will continue to buy from you 96% of the purchase.

Going by the orthodox methods, organizations still capture the customer orders and inquiries using papers and excel sheets print out. In the long run, this entire process becomes so confusing and time taking that it spoils the customer experience.

As a result, there are some major consequences that are widespread among the customers. They are illustrated below:

1. No process visibility

• As all the part orders are recorded in papers and parts are searched from paper catalogue, then is very hard for OEMs and dealers to budget the process.
• Limited control over the entire process and no coordination among departments.
• Impossible to identify urgent orders.
• It is very hard to obtain any update about the order status.

2. Errors In Order Processing

• Delays caused by the different departments can incite huge misconception and eventually loss of orders.
• In order to correct the errors, OEMs often resort to skilled resources and invest in problem solving on high level.

3. High Cost of Processing Order 

• OEMs spend very less amount on R&D.
• Such scenario results in miss out opportunities for OEMs to gain competitive edge.

4. Slower Processing Cycle

• Delay in the order receiving, placement and dispatch slows the complete process cycle.
• Customer experience is ruined as proper service level is not reached.  

In order to combat all the above described consequences, paper catalogue should be immediately replaced with an advanced catalog.

Online part catalogue is a dynamic catalogue publishing tool which can solve all the above problems. The mobile application of this software can also be used in the offline mode to record data or view details. This will make the old methods of record-keeping obsolete and simplify the customer experience. For more details, connect to www.intellinetsystems.com