What was the challenge?
To expand on this innovation, Tricord commissioned a project with GCD to develop a ‘Client Portal’ that would enable their customers to gain direct access to their account information.
The aim of the project was to:-
Improve CX
Improve the customer experience via the provision of access to account information
Reduce Admin
Reduce administration workload via the reduction in the quantity of email and phone call enquiries
Best in Class
Provide a best in class customer experience to achieve competitive advantage
The Solution
In collaboration with Tricord, we designed and created a web portal that is now used by all Tricord clients, providing them with 24hr access to their account details. The Tricord client area was built as an extension of an on-premises bespoke ERP system “Greenbox”*.
*Greenbox is an end-to-end warehousing, sales management and order dispatch solution that we tailor made specifically for the Lisburn company. It integrates with many third party systems including Sage, Parcel Force, Royal Mail, Shopify, Magento, Amazon AWS and a large number of Tricord clients’ custom systems.
Tricord’s Client Portal
The client portal is a completely live extension of the on-premises ERP system, however by using master/master replication with MySQL it was developed in the cloud.
The client portal was designed around 4 key areas – sales analytics, voucher analytics, registrations and updates.
By accessing the portal, clients can now:-
View Orders
View all orders and their current status in the fulfilment process
Import data
Import data relating to new sales that need processed and fulfilment arranged
History & Trends
View and interrogate historic sales and order trends
Voucher codes
Monitor and track the usage and effectiveness of marketing voucher codes
Registrations
Monitor and respond to new registrations for classes or programs running
The Results
Improved CX
Thanks to increased visibility of their account and order information 24/7
Reduced Admin
Reduction in time spent on administration, the information is now visible via the solution
