Finding a stream lined way of taking and processing orders. Prior to this solution, Hillarys field advisors completed a range of paper order forms, detailing the specifications of each order, and posted it to head office. Hillarys’ ICT Director, David Lewis,said: “This created at least a four-day delay from the time that the order was taken to the time that it was captured at head office. Someone would then have to manually input the order and payment details onto the system.” These details were sometimes prone to errors and misinterpretation. David Lewis added: “Manual order capturing and processing led to inaccurate information and amounted to more chasing of orders and payment enquiries than we were happy with”.“We process 10,000 orders a week and had order queries on around 20 per cent of those orders. Considering the average time to resolve a query is four days, it affected our ability to consistently deliver our promises.”
Fujitsu Services and Brother link to provide effective technology. In early 2004, Hillarys responded to a proposal from Fujitsu Services to develop a computerised mobile solution for order taking. This was based on Microsoft Windows Mobile based Pocket PC Phone Edition technology, running on handheld personal digital assistants (PDAs).Said David Lewis: “We liked the PDA, but initially we weren’t convinced it could deliver the functionality that we needed. But Fujitsu showed us a customised application running on the device. We knew it would fit as soon as we saw it. ”Fujitsu Services developed a solution, which Hillarys called Sales Advisor Mobilisation (SAM).SAM offers real-time, two-way communications from the PDAs to the back office, integrating seamlessly with the organisation’s existing SAP ordering and diary-management system. In conjunction with SAM, Hillarys needed a print solution for customer receipts, order confirmations, quotes and end of day cash reconciliations via SAM. David Lewis, Hillary Blinds, said: “Printing is an important part of the SAM solution so our chosen device needed to be simple to use, mobile, reliable and cost effective for our advisors.”“We looked at several devices during our solution selection process, but the MPRINT MW-140BT was the only one that had every feature we were looking for - ‘the perfect fit’ you might say.”
Brother’s MPRINT has it all. Said David Lewis: “The Brother MPRINT MW-140BT had it all. Measuring just 160x100mm, it’s the perfect size for our advisors to carry around with them and is very straight forward to use. The integrated Bluetooth removed the need for problematic cables and has proved a very reliable interface.” “The MW-140BT uses thermal technology, which means no costly ink cartridges to replace or more importantly to go wrong. And from a power point of view, the integrated battery lasts all day on a single charge, removing the worry of having to find power sources while out on the road.” “Although procurement of all the equipment was done through our SAM partner Fujitsu Services,we had a Brother account manager assigned directly to us and this proved extremely useful and key to ensuring our rollout was successful. Brother co-ordinated all of our deliveries and controlled stock to ensure we had all the equipment and supplies when we needed it.” “Part way through the rollout we had to change mobile devices, which meant a change of operating system to Windows Mobile 2003SE. Brother very quickly pulled together all the technical recourse required to ensure the drivers where tested and updated for the new operating system, avoiding delays to our rollout schedule.”
