'In some of our business processes, customers e-mail files using a variety of different standards,' says the John Wenzel, director of Information Technology for Reliable Wholesale Lumber Inc. 'Not only does this method result in a greater potential for error, but it also increases transaction costs because human intervention is required to determine the customer's intentions.'
Arbutus Solution
Using a series of proven technologies the Arbutus solution combined user productivity and behind-the-scenes integration to deliver a richer, more productive, and higher-quality customer experience - exactly what RWLI must deliver to continue winning new business and growing its revenues.'Our ordering and account management processes are now customer-driven,' says Wenzel. 'Our new solution gives customers an easier way to communicate with us - a way to do business with Reliable Wholesale Lumber that delivers more of what business customers value the most: customer service, quality, and speed.'
Greater Convenience and Faster Service
The new online system helps RWLI customers to meet their account management needs faster and with greater convenience. No longer will they have to travel to a RWLI location directly or wait for a customer service representative on the phone.Cost Savings
The solution provides benefits to both RWLI's in-house workers and its customers. In-house order processors have more time to handle and expedite orders rather than entering orders received over the phone.'The online system helps us to reduce operational costs and to make better use of our resources,' says Wenzel. 'I can easily see our new solution reducing operating costs for orders that are submitted through that channel by at least 10 to 15 percent.'
The Arbutus solution also provides cost savings to the RWLI customers. Customers are able to send their orders to any RWLI location and choose pickup, local delivery, or shipping of lumber materials. Thus, customers who need lumber materials at a destination other than their office have an easier way to submit this information. This helps the employees of those companies to be more productive and meets their lumber needs with less time and effort, regardless of whether they are in the office or on the road.