Leading distributor Boughey achieves up to 90% increase in customer self service.
When Cheshire-based leading distribution, warehousing and packing specialist Boughey Distribution Ltd. needed a website, CMS and a SAP B2B customer portal, it turned to Weaveability's experts for help.
Boughey takes pride in its growing reputation as the UK’s leading ambient grocery distribution, warehousing and packing specialist. The award-winning firm boasts a fleet of more than 106 articulated units, 200 trailers and 500 employees, and a pallet-storage capacity of 115,000, increasing by the day.
Following a major SAP ERP implementation project, Boughey was realising the benefits of accurate, real-time information in daily resource planning, decision-making and KPI reporting. Customers could contact their customer service advisor but Boughey wanted to make these tools instantly available 24/7, at the click of a button, with no compromise on accuracy or relevance.
Consumer expectations had changed dramatically, too: “Back then, a customer portal was a bonus for our client base, but today it’s a must-have,” says Boughey’s IT manager, Danny Earp. “Our customers use internet banking, they manage their bills online, and they expect the same immediacy and accessibility in their professional lives.”
Boughey decided to commission a ‘new breed’ of customer portal based on a direct relationship with SAP, with no need for interfaces or third-party products. The design brief was simple: make it aesthetically simple and clean, but ergonomically beautiful.
Previous systems lacked visibility of orders and their status, whilst customers were unable to view a POD online. Additionally, Boughey wanted to conform to the very latest security standards and provide an enhanced user experience. Following a raft of recommendations, Boughey chose Weaveability for its SAP NetWeaver specialist knowledge and roots within a variety of challenging service industries.
The portal’s comprehensive range of functions allows customers to easily process and manage orders, and book in and manage their goods. Customers have access to their daily goods-in schedule and are able track deliveries through the gate and into the warehouse.
It makes the process of monitoring, analysing and overseeing stock levels simple, with the ability to produce regular KPIs when needed.
The customer can generate full audit trails of stock movements, keeping them up to date and consumer-oriented. Their most-used SAP reports can be ran using any selection criteria, with results instantly fed to their inbox.
The standout gain of the project was a 90% increase in self-service POD retrieval.
Other benefits included: