Mobilising supply chain through E-commerce spare parts and screen solutions
About the company
A&L Windows provides a difference with over 40 years’ of experience leading in manufacturing Aluminium Windows & Doors & Fitting, entry frames, spare parts, fly screens along with delivery and fitment services. They are designed for ease of installation, maximum energy efficiency, and a clean aesthetic, A&L’s aluminium windows are available in a range of styles, configurations and sizes.
How could A&L provide a 24/7 ability for customers to identify, order and pay for Fly screens for their home without having the need to call the customer service team?
Journey mapping (current and future state)
SAP Cloud landscape build
SAP Business Suite
SAPUI5 (SAP Fiori)
Best Run Awards 2021 – Finalist
A&L Windows was missing a self service process that handled shipping costs as well as direct payments from the customers. The customers were unable to view and order the spare parts and screens at any point of time without having to call customer service team, which resulted in A&L missing a lot of orders. Sales team were manually supporting the customers via calls, increasing their wait time and reducing administrative efficiency.
The A&L website allows customers to view spare parts needed for their homes and use a simple/visual shopping cart process to order and pay. External APIs were integrated to ensure correct shipping address information, correct calculation of shipping costs, and automated payment handling. It also allows homeowners to order and pay for Fly screens which enables the customers to select the correct configurable options. The UX has simplified the complexity of the backend systems and ensured 100% order capture from customers.
Encouraging customer retention
Customers are serviced quicker and with greater ease, generating greater satisfaction and consequently encouraging customer retention.
Reducing average time spent ordering
Mobile first approach and the great UX reduced the average time users spent configuring their Fly screens orders.
Staff spent more time on higher value tasks/sales, and less time on manually processing payment or entering quotes into SAP, which in turn increased efficiency across the business.
Increasing number of orders
The number of orders captured and delivered were increased even with limited number of reps available for limited number of hours.
Time spent by users on screens option showing successfully improved user experience.
Business hours saved in less than a year.
Of activity happens outside of business hours