OSS is capable of accepting payment electronically, but most customers pay by check. The company advertises its online service on TV and radio, in magazines, and in the local business press. It offers demos at customer sites, does dog and pony shows, and constantly tells prospects what OSS offers that its competitors do not. The average order size online is higher than from traditional accounts. Their biggest problem, according to Pope, was training salespeople to go out and sell the capability and benefits of the system.
Salespeople receive the same commission regardless of how orders are placed.
Future plans include providing proof of delivery online and live responses to customers questions. Looking ahead three to five years, Pope predicts as much as 75 percent of the total business will be conducted online. John Schwartz is president of Sam Clar, the third generation to run the business. With Allsteel as its major line, the company is a key player in the greater San Francisco furniture market. Schwartz and his people developed a three-step approach to the Internet.