| Mobile Dealer Integration / Danone
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| Danone automates and streamlines its order
management process, making sales and service operations more efficient and less
costly with VeriPark DealerNet.
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| Situation |
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Danone, world-leader in dairy products and bottled
water, operates in Turkey delivers its products via its widespread dealer
network.
Although there is a huge bottled water market in Turkey, because of the large
quantity of bottled water manufacturers Danone has faced a highly competitive
market. Other important issue for Danone was the lack of customer data storage
centrally and low level of customer loyalty as a result. Danone customer data
were stored by the dealers. Danone needed a solution to increase efficiency of
its order management process, collect customer data centrally and make
customers more loyal. Danone decided to use technology to control its most
important business processes: fulfilling customer sales and service orders and
decided to automate its dealers.
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| Solution |
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After careful consideration and assessment Danone
selected VeriPark for its Mobile Dealer Automation project. Danone wanted a
solution that will enable rich, unified, configurable views of information from
its order processing system and the ability to interact with that information
in real time.
VeriPark developed the project with its product DealerNet that enables small,
mid-size and large organizations to transform their dealer management, order
processing and CRM based collaborative marketing processes to online and mobile
platforms.
The application developed by VeriPark consists of three modules, each module
uses GPRS or SMS networks as the medium of communication;
Enterprise Module: Central module for all definitions and reporting.
Includes a call center module and integrates with IVR. Danone call center
operators can receive customer information, orders or complaints. The received
item is forwarded to the appropriate dealer based on the region of the client.
Dealer Module: Windows forms application that can work in online or
offline mode. Can input customer information, orders or complaints. Danone
orders are routed automatically to most appropriate vehicle of the fleet.
Observes vehicle productivity and average delivery time. Online mode transfers
all the data to the Enterprise Module or Fleet Module. Offline mode caches the
data in the local computer to send later.
Fleet Module: Works on mobile devices supporting SMS, WAP or GPRS.
Communicates with the central server using the mentioned technologies to
retrieve orders. Can be deployed on a range of mobile devices. Has messaging
interface and supports the required actions for order fulfillment.
The system makes use of GPRS networks and industrial mobile data terminals to
collect information from the sales force and react on real time.
Mobile Dealer Integration enables Danone accurate capturing of orders, timely
and cost-effective fulfillment and improved customer satisfaction. Since all
customer and sales related data are collected and stored centrally, Danone can
design and execute national, regional or dealer based campaigns and analyze its
CRM strategy with real time monitoring.
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| Solution Overview |
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Industry:
Consumer Goods
Solution: Mobile Dealer
Integration
Products Used:
DealerNet |
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| Benefits: |
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Collection and storage of all customer and sales
related data centrally.
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Improvement of productivity in order fulfillment
process. |
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Decrease of communication costs. |
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Challenges:
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Placement of orders or service requests in real
time. |
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Requirement for system's operation in offline
mode.
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Integration of all processes between modules.
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