Progress on the Pronto Optimisation Project has resulted in some great early outcomes for Customer Service as we head into the busy Autumn season.
Following an extensive consultation process, the Pronto team identified a number of quick and easy changes to make Pronto more user-friendly for our Customer Service team.
Some of the new features implemented in time for peak season include:
- Tailored menus to make it easier for Customer Service to use Pronto
- Data Intelligence (DI) order enquiry reports
These DI reports are run directly out of Pronto and give live open order details by Territory Manager
- ‘Product Status’ alerts
These alerts will provide Customer Service Representatives with automatic notifications of 'product status’. This will be especially useful in ensuring that products with limited supply and thus have to be allocated are not oversold
- Progress alerts to customers
This feature will automatically generate progress alerts to customers as their orders progress from confirmation through to invoice. For example, an automated email with the carrier name and consignment number is now sent to the customer once transport for their order has been booked from our Dandenong South warehouse. This will provide greater transparency regarding the progress of orders and reduce the number of calls into Customer Service.
The aim of the Pronto Optimisation Project is to streamline our processes and achieve optimal functionality across all areas of the business. To date, 78 items have been actioned and over 60 changes already completed and implemented.
Further updates on the Pronto Project will be included in future editions.