How has the system evolved over time?
Datel provides regular software upgrades and we’ve added new functionality in line with our changing requirements over the years to provide information even more rapidly on our customers order history and back orders.
A significant early development was launching a business-to-business web catalogue – not just a marketing website, but a true eCommerce site that allowed our retail customers to order online, with the orders flowing through to our back-office systems.
More recently, we have taken online trading to new heights with the introduction of a customer portal, to which Protex interfaces. This gives customers the ability to self-serve, so that they can check stock availability, place an order and pay for it, track their order, view their purchasing history with us…these are just some of the functions they can perform round the clock. Individual branches can be autonomous, while their head office retains overall control. The portal is very intuitive and feedback from our customers has been overwhelmingly positive.
All these developments have relieved the burden on our Customer Service team and freed their time to liaise with customers, plan deliveries and focus on the exceptions and queries that really need their attention and expertise. Meanwhile the technology handles the routine activities and enquiries.
We have also moved to Sage 200 Financials, which interfaces directly with Protex. We have access to so much management information now and the system is extremely powerful. The reports we can create either within the system or through the Business Intelligence application are providing us with excellent data for analysing all our operations.
The users moved across to this new system with ease as it is extremely intuitive and has made so many processes more efficient. The monthly management accounts are ready in a very short amount of time and the live data interfacing between Protex and Sage means that we get up-to-date financial information whenever we need it.