Q3 developed a solution for a client that sells storage media via different channels such as distributors, retail ecommerce and OEMs.

Q3's global sourcing model gives the maximum benefit to customers in terms of cost savings, improved quality, access to highly talented professionals, flexibility of operations and reduced time to market.

Company Profile

Client had introduced several new models in the market and they sell storage media via different channels such as distributors, retail ecommerce and OEMs. They sell directly to large retailers as well.

Business Situation

 

Client sells products via distributors, OEMs and retail eCommerce operations. All three channels had their own front end systems. These channels were not interconnected requiring manual re-keying of orders and inaccurate inventory levels.

The sales mix coming from various channels changed suddenly with the new product offerings. There was a growing divide between front office and back office as orders increased significantly from the online and tele-sales channel.

Challenges

 

• Need Access to Real-time Information. The customer service department relied heavily on easy access to real-time order information. This information originated in the front-end systems and was later imported to back end system. The Customer Support had to hop between custom systems to get hold of an order and perform queries or transactions. The company had home grown front end systems and a Microsoft Commerce Server based eCommerce Solution with its own order fulfillment process.
• Need for Integrated Order Fulfillment Process. Wholesale/ Distributor orders were received directly into the back end server, while eCommerce and individual customer orders were entered in the web commerce system. There were two different order fulfillment processes executed by two different departments. An integrated Order Fulfillment Process was needed to streamline the process, reduce errors and improve the quality of information available
• Need to Aggregate orders from all sales channel for better Demand Forecasting. When new products were introduced, there was very little information to do demand forecasting. Demand Forecasting was done using secondary data. New product sales were also heavily dependent on pricing and promotions offered. Inventory control and purchases required that orders were aggregated at a single point from where they can run their weekly demand forecasts.

 

The old systems couldn’t handle all of these demands, which resulted in a patchwork of custom systems and manual processes. The increased work and time delays decreased overall company performance.

Solution

 

Q3 technologies analyzed the technical systems and business processes of the client. The process assessment identified the need for an integrated system that cut across different departments and effectively supported business processes. The management team at the client was wary of both the cost and time frame required for a completely integrated system.

 

Q3 technologies implemented the solution in two Phases to keep the project on a manageable time and cost schedule.

 

Phase I: Microsoft Dynamic’s Great Plains Implementation and integrated with the web based system. Upgrade of Commerce System to a Commerce Server based platform.

Phase II: Upgrade to Microsoft Dynamic’s Great Plains with real-time integration via eConnect.

 

While both Phase I and Phase II were implemented under the estimated budget.

 

Phase II real-time eCommerce Integration: COM based integration was chosen for integration MS Commerce Server based eCommerce web site. Since Commerce Server is built using COM technology, COM based integration was preferred. Incoming integration was done for orders, customers and return requests.

 

The integration touch points included were at various levels including

 

I. Sales Order Processing

 

• SOP Delete Document
• SOP Transactions
• Orders
• Invoices
• Returns
• Back Order
• Holds
• SOP Void Document

 

II. Shared Master

 

• Bank
• Credit Card
• Shipping Methods

 

III. Receivables Management

 

• Customer
• RM Cash Receipts
• RM Transactions

 

IV. Inventory

 

• Inventory Transactions
• Inventory Sites

 

Integration Methodology

A two-way integration was required with both incoming data as well as outgoing data into the Microsoft Dynamic’s Great Plains system. Slightly different approaches were used for outgoing integration as explained below.

 

Incoming integration: Incoming integrations were handled by creating an XML object of the order and passing it to .NET Assembly or COM object for phone order system and eCommerce system respectively. eConnect objects performed the entire operation of data validation as well as transactions into Microsoft Dynamic’s Great Plains Sales Order and Account Receivable Series. For data cleansing pre Procedures were used before the order data was fed into Microsoft Dynamic’s Great Plains. Inherent support for pre-import procedures and SQL language support was crucial for certain data translation activities.

 

Outgoing integration: An XML request was passed to the COM object or .NET assembly via a HTTPS post to a URL. The ASP page at the URL in turn invoked the COM object or .NET Assembly based on the request type. The reply was provided as a XML document passed via HTTP protocol. These posts were made by the custom systems and received XML was formatted and fed into the on screen fields.

Tools/ Platforms and Services

 

• MS SQL Server 2005
• Microsoft Dynamic Tools:
  Great Plains: Enterprise 9.0 for
  1. Financial Management
  2. Supply Chain Management
• Dynamics Customization Tools.
• Financial Series
• Distribution Series
• Windows 2000 Advanced Server.
• Crystal Reports 8.5.
• Microsoft .Net 2.0.

Benefits

Retail companies know the value and the cost of product distribution. The result of implementing the MS Dynamic’s Great Plains solution streamlined the entire order fulfillment and customer support process.

 

• Improved Customer Service and Sales. Real-time access for customer support to inventory levels and past order history information helped with up sell and cross-sell of products, as well as improve the customer service levels
• Improved Accuracy. Phase I involved Integration Manager based batch import system. The .csv files used by batch import had a manual cleansing process involved. This at times resulted into accounting errors. Now with real-time order and customer information flowing into Great Plains, there are no inaccuracies and the integration is much more robust.
• Cost Savings. The automation of many previously manual processes eliminates the need to hire additional staff for the growing business and allowed for better use of existing resources.