He Called, I Flew
My client’s needs were urgent and two days ago I flew out to Arizona, where I’m currently working on rebuilding data sets and Order Manager customizations. All the base work is done, but after talking face to face about his needs, and touring his stock rooms, my client could use a great deal more of automation.
I was shocked to find the tedious, time consuming aspect used to ship via USPS. This client uses Order Manager, which is capable of syncing right up with Endicia. Not understanding the actual process, the client nixed the idea some time back and instead prints customer addresses on standard address labels, then stands at the post office as they scan and apply postage to scores of packages daily. He says the 30-40 minutes of waiting isn’t a big issue, but when I witnessed the vast number of emails and phone calls he receives, along with things that get put off (like a plan made years ago to upload rare items for viewing), it was time to tell him like it is. Too much time is wasted doing mundane tasks.
His concern was that it would take longer to actually process orders (prior to handing them off to the packer), but after running through the steps, he found it would add but 8 to 10 seconds per order, but save well more than an hour each day - time that could be spent keeping the site updated or further organizing products for quicker packing.
In the next two days we’ll be focusing on further automation, as well as hooking up an external hard drive for scheduled backups. I’ve already setup an FTP command for him to upload key database files to a private directory on a secure server. When his system crashed he was fortunate that the files were recoverable. Now, by performing regular uploads of data, he’ll be further at ease knowing that if something goes amiss again, the latest file will be available.
Among the remaining “mistakes” that cost him more time and money - manual FedEx forms and having to make phone calls for pickups. He’s now setup to do this online, which saves time, money and paper storage.
More to come next week upon my return.
This post is filed under Developers' Corner and has the following keyword tags: customer service, order management software.
