integrates distribution, payment and call centre to improve CRM and supply chain processes
London — Indigo Lighthouse, the contact lens outsourcing service, is improving the effectiveness of its customer and partner relations through the implementation of mySAP.com.
The company will benefit from faster order processing and improved data integrity, following the latest implementation of SAP’s e-business solution. Implemented by ROC, Indigo Lighthouse will use mySAP.com to handle its customer relationship management (CRM) and supply chain management (SCM) requirements across its call centre and distribution facilities.
Working with contact lens retailers, the company delivers lenses direct to customers’ homes, office or even holiday destinations. Its Glasgow-based call centre function manages all elements of the customer process, from ordering to payment, as well as dealing with enquiries and liaison with the central distribution centre in Jersey. This includes customer address changes, cancellations and making centralised appointment bookings across Europe.
mySAP.com was chosen to support the rapid growth of the company because of the scalability and flexibility of the solution. Its ability to deliver the functionality to match Indigo Lighthouse’s own industry-specific customer administration and cash management process and integrate this with other areas of the business, such as Human Resources, logistics and stock warehousing, was another deciding factor.
“We’ve grown from four to 200 people in two years, so it became clear that we’d need a large-scale solution to continue handling the volumes we’re being asked to take on,” said Alan Calvert, director of IT at Indigo Lighthouse. “The SAP system is far more robust and means we can manage all customer queries through one central hub, making the whole process much more efficient. Customers get what they want faster and we can remain ahead of our competitors by becoming more flexible.”
“We chose ROC to implement the SAP solution based on its ability to understand, and add value to, the Indigo Lighthouse business. ROC’s consultants worked with us from the beginning enabling us to build a high level of confidence in their ability and approach,” he added.
Fundamental to the process is the ability to manage high volumes of shipments to a variety of UK and European locations accurately and cost effectively.
Chris Tew, sales director at ROC, said, “Indigo Lighthouse is at the forefront of collaborative logistics solutions for its marketplace. It has to deliver a consistently high quality service to an increasingly demanding customer base, whilst growing the company at the same time. We were confident that implementation of a solution based on mySAP.com using ROC’s fixed price methodology would deliver the required benefits.”
Jan Dornbach, head of Mid-Market Solutions at SAP, added, “Improving customer service is not just about having an efficient call centre – delivery is equally important. The supply chain management element of this implementation offers immense savings for both suppliers and customers. The system will help Indigo Lighthouse to predict the volumes suppliers need to produce, encouraging greater efficiency.”