REVIEWER: Dave DeVore, manager of application development at Florida Rock Industries.
BACKGROUND: Florida Rock has three main businesses. The first business offers ready-mixed concrete and concrete block along with hundreds of other building materials. The second business serves the aggregates industry, offering hundreds of different rock products. The third business sells cement. Florida Rock customers are comprised primarily of pavers, commercial developers and residential homebuilders.
PLATFORMS: Oracle ERP.
PROBLEM SOLVED: Florida Rock is known for providing its customers with superior value and service and has been able to field hundreds of calls per week from its more than 8,000 customers looking for information regarding their invoices. The process routed a customer to a telephone answering service to be connected to the correct person, who would then go into Florida Rock's electronic document retrieval system to get to the needed information. This image or copy would then be emailed, faxed or sent by U.S. mail to the customer. Recognizing that this process was not only cumbersome for its customers, Florida Rock also saw the need to make it more efficient for its credit and accounts receivables (AR) departments, which were spending several hours a day just supplying lost copies of documents. Florida Rock, at the forefront of technology in the construction materials industry, devised a creative way to use Noetix Dashboard as a customer self-service tool.
PRODUCT FUNCTIONALITY: Instead of needing to call, ask and wait for information, customers are now able to sign-on to a secure system that takes them directly to a Noetix Dashboard custom-filtered specifically for them. It shows them their AR buckets, allows them to view their most recent 50 open invoices and all the tickets associated with each, allows them to see receipts or checks that have been posted to their accounts and gives them a list of local Florida Rock locations in the event that they need to do more business. Customers can link directly from their invoices to Florida Rock's electronic document retrieval system and pull out a PDF with the exact image of that document, or they can drill down into the shipment tickets or invoices as well as copy their most current statement. In addition, Florida Rock customers can actually track the location of their shipments (on trucks) via a GPS system incorporated into the dashboard. Florida Rock's customers are getting a great deal of information about their business in a matter of seconds.
STRENGTHS: From an internal perspective, we had approximately 20 to 30 people across the company taking customer service calls. Noetix Dashboard's self-service will probably save us eight hours or more per day, give our staff the opportunity to focus on their other job responsibilities and eliminate overtime. From an external perspective, we are maintaining a competitive edge by offering our customers control over their businesses and the ability to get the information they need in a timely manner. The accounts payable departments and division heads, for example, have a much easier way to monitor their accounts and ensure their invoices are paid on time, cutting back on overdue payments. We expect this attention to customer service to result in new customers and customer loyalty.
WEAKNESSES: The initial dashboard we installed in 2005 did not have all the functionality and bells and whistles that the current Noetix Dashboard 3.5 has. The current Noetix Dashboard is much more user-friendly and has more functionality.
SELECTION CRITERIA: The Noetix solution fit our requirements for robust graphics, and the company was willing to work closely with us to develop the customizations we required.
DELIVERABLES: The Noetix Dashboard enables our customers to access invoices, order tickets, receipts, checks, order status and truck location as a way to monitor business operations from a single, intuitive view.
VENDOR SUPPORT: Noetix worked closely with us to write custom code to pull data out of our imaging system to link to the dashboard. Now that we have the resources, we could do a base dashboard in a matter of hours.
DOCUMENTATION: The basic design and ease of use make the Noetix Dashboard simple to roll out to our customers. Most customers require no training at all, and those that do require minimal training time.
5010 148th Ave. NE
Redmond, WA 98052-5119
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