Operation efficiency and customer satisfaction were improved by uniformly managing shared information on order-receiving and delivery of gifts.
KINTETSU Department Store has nine directly managed stores mainly in the Kansai area. The company introduced Primagest’s face-to-face order entry system (Kits) in order to improve the quality of service to customers visiting the store during the Japanese mid-summer and year-end gift-giving seasons, and to improve the efficiency of order-receiving and delivery operations. We interviewed persons in charge at the store front and back-office about the challenges the company faced before introduction of the solution and about how the solution has worked.
- The company wished to reduce the burden on customers by eliminating the need for customers to fill out forms at the gift center.
- The company wished to eliminate time-consuming work and human error from the customer information maintenance sessions which follow the gift-giving seasons.
- The company wished to introduce an up-to-date order-receiving system to further improve customer service.
- The company wished to enhance security of personal information and convert customer data into electronic data.
- Current back-office systems and customer data could be utilized.
- Experience of other companies that have already introduced Primagest solutions could be referred to.
- Integration with other systems could be smoothly conducted.
- Customers do not have to fill out application forms.
- Ordering time and waiting time for customers were reduced through simplification of order-receiving operation.
- Order-receiving time was significantly reduced and payment handling errors were eliminated through integration with POS cash registers.
- Information on orders and delivery can be shared by both store front and back-office in real time by entering data directly onto a terminal at a store counter.
- Countermeasures against personal information leakage were enhanced by converting customer data into electronic data and introducing a thin client.
- Back-office checking work related to orders was reduced, resulting in quick output of delivery forms.
- Customer inquiries now receive quick response due to integration of order and deliver information.
- The amount of work involved in copying customer information onto gift wrapping paper was reduced by integrating information.
Important features of solution
- Realization of meticulous response to customers through enhanced concentration on customer service resulting from simplification of form filling procedures.
- Integration of tasks from order-receiving to payment-receiving to outputting delivery forms, and central management of information.
- Prevention of human error by eliminating manual entry of customer information following gift-giving seasons.
- Enhancement of countermeasures against information leakage by converting documents into electronic data and by introducing a thin client.
The information in this example is current as of the date of creation, and may be subject to change in the future.