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Implementare ERP, CRM, BI, SFA si SCM pentru distributie, productie, servicii si retail

SFA, ERP, WMS, FMS: Automation of picking, preparing and delivering orders to customers

Regardless of which view is seen, SFA – Sales Force Automation is a natural step to optimize the entire process of selling. Based on experience during the implementation, a non-automated sales process looks like this in theory: the agent has “documentation” (stocks, balances, forms) ready and leaves on field, the agent goes to the customer, writes the command on a form, returns to headquarters company, gives the command to an operator / ASM, the operator introduces in system, merchandise is ready in the store, the merchandise is delivered to the client. In reality things look this way, in a simple case taking an order ?

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Regardless of which view is seen, SFA – Sales Force Automation is a natural step to optimize the entire process of selling. Based on experience during the implementation, a non-automated sales process looks like this in theory: the agent has “documentation” (stocks, balances, forms) ready and leaves on field, the agent goes to the customer, writes the command on a form, returns to headquarters company, gives the command to an operator / ASM, the operator introduces in system, merchandise is ready in the store, the merchandise is delivered to the client.

In reality things look this way, in the simplest processing of customer orders:
Receiving orders without SFA.
It is common for the order to be completed by telephone, or worse, based on what the agent knows that the customer buys currently. Even assuming that the agent is 100% correct and well intended, he cannot know details about current stocks. Without SFA, the command is completed on the stock when listing them (if necessary), he can not propose alternative products for “out-of-stock” ones, has no access to promotions offered, has no access to a product sheet to present in detail, has no access to customer history, has no easy access to target your sales in achievements, etc.. Any further information is received by telephone, so the additional costs and lost time.

Filling orders without SFA.
Due to unsuitable conditions, usually written commands are often almost illegible, the agent “forgets” to fill in binding data, especially for new customers.

Entering orders into the system without SFA.
The operator has problems in identifying the client and products ordered. Due to the fact that all orders are made at the same time, the operating pressure is maximum. Because of the speed, data entered are not checked and products are wrong. The client gets a different product than ordered, resulting degradation of commercial relationship and unnecessary logistics costs.

Preparation of orders without SFA.

Orders arrive at the same time, are operated at maximum speed, and then picking starts at the same speed. Due to operating errors, the number of returned merchandise is high, due to losses on sales positions “out of stock”, not delivering a significant share of the alternative products, so logistical costs related to delivery are great and generate tensions between permanent department sales and logistics department.

Delivery of orders without SFA.

If to the mistakes up to now you add errors related to preparation of goods (in the absence of a WMS system), it is often met the situation in which the client rejects the command entirely. After 30min of searching a parking lot, the delivery man is “warmly” received by the customer, and he has in management a cargo to be hit during delivery. In return to the deposit, he feels the “heat” from store operators, who must re-position the merchandise. Given that delivery persons usually have a system based on bonuses for efficiency, the state of dissatisfaction can be easily predicted.

This scenario is valid in the conditions in which the staff is well-intended and makes constructive efforts. If this is not true, the above scenario becomes more complex and generates losses.

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To restart the scenario above when SeniorERP is implemented
SFA: Getting orders – SFA.
Mobile device is used with a simple and intuitive form of data input and retrieval of useful information (stocks, balances, terms of trade, product file, etc.). Orders are taken by a visiting program and can be authenticated by electronic signature. One can easily trace the route compliance, operation orders moments. Orders can be transmitted in real time, generating automatic reservation of products, products for “out-of-stock” can be given alternatives.

Filling orders – SFA.

They are completed electronically on takeover measure. Exports of SFA in ERP may be the completion of each command separately or cumulatively, if the connection is not available.

Entering orders into the system – SFA, ERP.

The SFA is natively integrated in SeniorERP. Orders are taken automatically, you can enter immediately the flow of logistics. There is no need for additional operating, eliminating the cost and associated errors.

Preparation of orders – SFA, ERP, WMS.
Being taken as issue, you eliminate alternate “peaks of work, periods of inactivity. The logistics level costs decrease. By coupling SFA module with the WMS (warehouse which automates the work), through the ERP, the errors of taking and preparing goods fall to zero. Quality customer relationship grows, sales volumes increase and also be the elimination of losses, no tension, and increase the collection.

Delivery of orders – ERP, WMS, FMS.This can be better planned; the number of incidents is almost zero, increase professional satisfaction of delivery personnel.

Besides this simple scenario, SFA module can be extended in several directions:

Boosting sales through access to the target / achievements. You can implement bonuses systems and daily prizes for constantly maintain a high level of motivation (SFA, ERP).
Marketing activities: survey sites, store check, promotions (SFA, ERP), etc.
Cash collection (SFA, ERP)
Planning routes visit (SFA, ERP)
Organize and control the duration of visits (SFA, ERP)
Control absences (SFA, ERP)
Tracking compliance routes and planning by incorporating GPS data on Virtual Earth platform (SFA, ERP)