An Intranet where company employees can get the latest news, work in browser-based ISO applications, and even find out who's having a birthday. WebSphere for fast data access and transactions and Domino for content management and document-based applications. Reducing calls to customer service Swick and his team had hoped the Web site would reduce calls to customer service. Since the site launched, requests for dealer location information alone have dropped from 70 to 80 a month to a trickle. With dealers just now signing up for Extranet Web access, Swick hopes to have a second very significant drop in calls by the spring of 2001.
Dealers can log onto a secure Extranet and track their open orders.
They can quickly see if an order is in production or in transit. They can see which carrier is being used, and when the order will be delivered. There has been a dramatic increase in order accuracy as a result. Now, they get on every day, sometimes several times a day, connect and place orders. With this change, combined with other process reengineering, Best Chairs is eliminating 7 to 10 days from the time it takes for an order to be entered and go into production.