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The next concept assumed by
IntelliTrax is that the organization is made up of internal
customers and suppliers. This is the basic principle behind Total
Quality Management and is an essential component for developing an
organization seeking to achieve ISO 9000 Certification. The basic
definition of TQM is 'meeting or exceeding customers'
expectations'. IntelliTrax takes this concept and applies it
to the internal organization. The only way you can satisfy and
retain your external customers is by meeting their expectations
and providing them with the service and/or materials they require
from you, the supplier.
The same concept applies to the
internal organization. The Sales organization must collect
information from the account/shipper that is timely, concise, and
accurate in order to effectively implement the move process. This
information must then flow to Customer Service (in smaller
organizations, this could be the sales representative or may immediately
flow to operations) and maintain its relevance and accuracy. This
should be done without the need to re-enter the data into separate
data systems. Once in the hands of Customer Service, the order
entry process begins. Please refer to the Customer Service module
for details on the actions IntelliTrax manages. The
same process then applies to the data as it flows from Customer
Service to Operations and so on through to Accounting.
Not only is it imperative for
the data to flow accurately from Sales through to Accounting, more
often then not, the data needs to go the other way. For instance,
if accounting finds that the billing address for the account has
changed, that information should be updated in the accounting
screens and that data should auto-populate back through
Operations, Warehousing, Customer Service, and Sales. This is
critical in larger Moving organizations where Customer Service and
Accounting often have more interaction with the interfacing client
than the Sales representative does. Additionally, Accounting and
Customer Service personnel interact with the direct user of the
Mover's services whereas Sales often only interacts with the
purchasing decision-maker.
Managing this data-flow is the
key to IntelliTrax. Regardless of the point of data entry; Sales,
Customer Service, Operations, Warehousing, or Accounting, the data
is updated for the entire organization.
By leveraging the power of
the Internet, the organization can even create custom, web-based,
user interfaces for existing accounts to update their own
information using any Internet Browser. To learn more about this
feature visit the Data Integration overview.
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