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Distributor's Link Magazine Spring 2019 / Vol 42 No2


24 THE DISTRIBUTOR’S LINK COMPUTER INSIGHTS, INC 108 Third Street, Bloomingdale, IL 60108 TEL 1-800-539-1233 EMAIL WEB HOW WELL DO YOU KNOW YOUR CUSTOMERS? Today, customers are expecting more and better service than ever before. Some people call this the “Amazon effect”. Whatever it’s called, you know how it feels. When someone calls or sends you an email looking for information, they expect you to be right on top of their situation. They do not want to have to educate you as to the problem or need that they have. If you don’t have all the information on their first try to contact you, it’s awkward. You fumble around looking for information, or you explain that you will have to call them back, or you simply have to admit that you don’t know the answer. If this keeps up, you could be in for a rude awakening. There are plenty of other fastener distributors, not to mention Amazon, and other online vendors, that would love to have their business. little micro-facet of your business now, and your data is the key to doing it easily at scale. I Want That Thing I Bought Before Did you ever get this call? If you do get this call, and you will; you’d better know that 5 years ago they bought those #10-24X3/4 Flat Socket Cap Screws. They won’t remember what it was, but they need it again, and they will sure expect you to remember. After all, they are the customer. Excuses aren’t going to cut it. Only answers will. Integrated ERP Systems Having an integrated ERP system like The Business Edge TM gives you the ability to become the “go to” fastener distributor for your customer. Even your newest employee will be able to answer most customer questions and fulfill their requests with this powerhouse of a system. By digging into the data, you’ll be able to set prices appropriately for VIP accounts, steady growth accounts, core business accounts, and accounts that are a net drain on your business. Getting ahead of the future means optimizing each Customer Recent Sales Inquiry At a click of the mouse or the touch of a button, your customer service rep (CSR) can have previous sales to this customer on their screen. If the customer is able to provide any shred of information about the purchase, your CSR can search their history in seconds. BUSINESS FOCUS ARTICLE CONTINUED ON PAGE 106


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