What was the challenge?
The Fane Valley Group has a number of divisions, operating across multiple geographic locations and running multiple ERP platforms and other business software products. We were tasked with creating a ‘single view of the customer’ to enable sales representatives and accounts teams to view customer accounts and their interactions across all divisions of the business in one clear view.
The aim of the project was to:
- collate and provide a single view of all a customer’s touchpoints with all divisions of the Fane Valley Group
- enable sales representatives to access to client account information when off site and via mobile devices
- provide a full financial picture of each customer for more streamlined account management and credit control
To support Fane Valley in achieving a ‘single view’ of each client, we designed and built a Cloud-based web based business portal using PHP that is accessible across all devices. An integral part of the project was the integration with various ERP solutions (including Dynamics AX and Intact) which were located on-premise. Data from each platform needed to be securely accessed, retrieved and combined for display within the business portal.
The portal has been designed to address the key concerns of sales reps and credit control teams within Fane Valley Stores. Each employee has their own ‘view’ which displays sales, orders, debt and customer activity for only their specific accounts, with credit controllers having ‘administrative access’ to view all accounts.
On entry to the portal, a powerful dashboard showcases:-
- sales and order trends and comparisons by product type
- customer orders made in past 60 / 30 / 14 and 7 days
- details of customer complaints and resolutions
- aged debtors
- details of customer activity
Accessible via mobile, the sales representatives can access the portal on the go, reviewing customer history and account details before meetings. The portal has additional features to support the traditional ‘crm’ function of sales, enabling reps to record details and logs of meetings, calls and other communications.
Everything that needs to be known about a customer account, across all divisions of Fane Valley, is now fully accessible in one central portal, available on the go, in accordance with permissions set.
- The solution has resulted in great efficiency and reduced time spent completing paper-based administration.
- All information is accessible in one location on any device, improving reporting and end to end sales process.
- Reduction in human error and duplication of records.
- Reduction in ageing accounts.