AutoTrader.com wanted to fill orders faster. A manual process was a roadblock to increased agility, faster revenue generation and higher customer satisfaction.
Using a Business Process Management Suite (BPMS), AutoTrader.com created an electronic sales order system to accelerate orders and satisfy customers. Business leaders can check order fulfillment status anytime. They can measure Key Performance Indicators (KPIs) to see where to make improvements.
AutoTrader.com had outgrown its homegrown application based on Lotus Notes/Domino. Called
MAT (short for My AutoTrader), the order fulfillment process was taking too long for a fast-growing company that processes thousands of orders and contracts a month.
To drive up customer satisfaction by speeding up orders, AutoTrader.com now uses business process software. The company yields even more benefits by using SOA Architecture Governance.
a€? 70+ percent faster order fulfillment
a€? 100+ process steps orchestrated across staff and 20+ systems
a€? 94 percent of process steps now automated
a€? 400 percent reduction in orders that need clarification
a€? More satisfied dealers, which represent the largest share of revenue
a€? Increased productivity–the right people focus on the right tasks
a€? Proactive alerts enable staff to address issues immediately
a€? Simpler integration and easier changes–ideal after mergers & acquisitions
a€? Optimized personnel, hardware and software costs
By processing electronic sales orders, the company delivers on its promise of helping dealers realize a faster turnaround on their investment. Creating electronic sales orders is part of a multi-year effort “to really transform the way sales processes and customer support processes operate,” said Rob Andrzejewski of AutoTrader.com.
“Once an order is entered, we pick it up in BPM, and we handle all the fulfillment orchestration. Right now, it’s about 100 orchestrated steps,” he said. “There are only six human tasks in the process” .
The process, built using four process models, interacts with 20-plus different data sources and systems–for example, the inventory system, billing system contract fulfillment database, and their Enterprise CRM platform. With this business integration solution, activities are being compressed into a single day, Andrzejewski explained.
Relevant tasks are assigned immediately to the right people, who are alerted to work on their queues. Less than five percent of orders need to go back to sales for clarification–a 400 percent improvement.
From fragile to flexible is Andrzejewski how describes the improvement. “Making a change to the order fulfillment process today in BPM versus making a change in the fulfillment process in the MAT system along with the requisite training and job aids, I mean we’re talking leaps and bounds in our ability to make a change,” he said.