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Sky High NET 101 - Enterprise Project
Business Model Sky High, a leading supplier of ready made model airplanes with a staff of 75 employees and 1 location in Owosso, MI. Sky High is a web based company, only processing and accepting orders through the web, they have no physical store front. Customers log on to the website www.skyhighnet101.weebly.com and create a user account. Once their order is placed, it is sent to Shy High’s web-based custom CRM system, ELEMENTS using an integration toolkit. From here a “new order” workflow is started in ELEMENTS sending this order through to accounting for payment validation. Once validated, the accounting representative marks their task complete and the order then flows to the next department, production. The production department will then begin printing the model. When printing is completed and the CRM generated RFID tag placed, they check off their step within ELEMENTS and this order will then flow to shipping. Shipping will validate they have the correct plane selected by scanning the RFID tag and matching it to the order. They then pack the order and generate a UPS shipping ticket. The UPS ticketing system is then batched out each night and all tracking numbers are uploaded to the orders in the CRM system so all information is in one place. The following slides describe this process in more detail.
Shopping Cart Created Shopping cart and Products Page integrated on Weebly site. Information regarding size and type of plane as well as photos of prototypes are available and stored within the content management systems’ servers. Once an order is created and moved to shopping cart by the customer, payment information is taken. Payments accepted by Stripe which processes credit card and debit payments for a percentage of the sale total and a per transaction fee. “Start accepting credit cards instantly Integrated checkout on your site 2.9% plus 30¢ per transaction”
Ready Made Planes Fully functional shopping cart makes ordering easy for the customer, while system software manages back office functions.
Order Placed & Verified, Payment Processed image of a shopping crt on website indicating forms of payment accepted Does Paypal validate shipping address? Proof of funding? Once payment process has completed, order information (customer info, model ordered, financials) is logged in an order database, then sent to production department. This workflow begins with the accounting department, to validate the payment and ensure posting within our accounting software, QuickBooks. Once payment has been approved and posted, the accounting representative signs off on their task. This completes the order placed & verified as well as the payment processing and flows this order to the next department. When a customer has chosen a plane, the order is placed through a secure checkout web page. The customer then provides their shipping, credit card and contact information. The shipping address is verified through QAS Pro automatically. Once the order is placed, a notification is sent to the customer management system, ELEMENTS, which will begin a “new order” workflow.
Inventory Checked The production department is then notified of the order details through the workflow. They are able to use ELEMENTS to check the amount of materials that are required to complete an order and what materials are on-hand. If there are not enough materials on-hand to complete an order, or if supplies in stock are below required levels, ELEMENTS generates an order for appropriate materials (ex. photopolymer is required for the Objet1000 3D printer) from a list of frequent suppliers in a materials request via the supplier portal integration. Suppliers ship the materials ordered with an RFID tag, which is generated through our CRM system, that stores what type and amount of material is in the shipment. The production department then signs off on their workflow step to move to the next step.
Order Assembled The model of the airplane, along with specifications such as specific hues and dimensions, are manually inputted into a template that is saved within ELEMENTS CAD module, APQP (Advanced Product Quality Placement). The data is then fed to a polyjet 3D printer so the plastic pop-out pieces are made in a matter of hours to be exactly what the customer orders. The parts are then boxed with a small instruction sheet and different advertising schemes then this item is checked complete on the workflow.
Order Shipped For shipping we are going to use The United Parcel Service; also known as UPS. With UPS you can set up a small business account where customers can choose from a variety of delivery speeds and services - all varying in cost. Using ELEMENTS, we upload the order to UPS Automatically using integrations. UPS then provides the order with a unique tracking number which will allow the customer to then track this order. ELEMENTS records the tracking numbers for the user accounts. RFID tags will be used on the package as well as the product for quicker identification. Once the product is assembled and packaged,it is then weighed for shipping. After that the shipping label is made which will state the weight, address and shipping rate that the customer has chosen. That label is then placed on the package and put in the the UPS pick-up location. When UPS picks up the package they scan the label which then notifies the customer that their package has been sent. The customer receives an email notification that includes the tracking number and status of the package. This gives the customer access to the UPS Track Your Package feature where they can locate their product prior to arrival.
Customer Check Status Customer check status is initiated by sending customers a code that allows them to check the location and status of their merchandise. This gives our customers the ability to track when their order will be received. If an issue arises during the tracking, our shipping department would handle it in conjunction with the software that we use. The particular software that is used for customer check status, monitors shipment destinations, giving the customer a time and date to which they will receive the product. Furthermore, the software keeps tabs on errors that may or may not occur during the process of sending the product. In the event that such an error occurs, the problem solver module will isolate and categorize the problem. The problem is given a level of importance and shows a list of what corrective actions can be implemented to solve the problem whether in management, mailing or customer problems. With applications like quality alerts and problem symptoms, our website’s responses to issues run smoother.
Customer Requests Support There are multiple ways a customer can reach our customer support. On the website, a customer (or potential customer) can submit a question or support request directly from contact us. This request will generate an ticket within our software and be reviewed and responded to by our support team within 24 hours. We will also provide live support using “Go To Assist” during the hours of 8 to 5 Monday through Friday, Eastern time. To use this feature, the customer would be required to log into their Sky High account and select “Live Support”. This request will then ping a support representative that is standing by waiting to assist. Using this feature they can receive an immediate answer to their request. Each of these contacts to support are logged into our custom software for tracking and metric purposes. After each connection, the customer will receive a request to complete a short survey. This generation is automatic and is based upon the incident status, and the customer information linked to the incident. Once completed, the information is re-routed and our audits module is updated with the survey information. We are then able to use this information for tracking and metrics as well.
Problem Tracking For Sky High to track any problem with either; our models, products that we receive in warehouse, problems with the 3-D printer, customer complaints etc, we will have our custom software set-up to handle non-conformance & customer care issues. This program will have accessibility through our website, i.e. customers can add complaints, product issues etc. through their login on the website. It will also have access internally i.e. staff member can generate a ticket for follow-up. The ticket process will include many items, first there will be a simple form that will need to be completed indicating the issue and linking it to the product code, symptom code, category/department code, and a brief explanation of the issue. The system will then take that information and auto-generate the follow-up path; product/persons involved in the actual problem, the follow-up path and the internal and external personnel involved in remedying this issue. Once the initial person enters in the pertinent information, the ticket will then notify the next person linked to this through an action manager notification within the software. It will be set-up in such a way that it is pre-determined the path this specific issue will need to follow by using the product code, symptom code, and category code so that anyone can enter the problem and ensure it is properly followed up on. http://demo.mq1elements.com/sales/
Problem Tracking Once the issue has passed through all of the steps and personnel in the system, and each person involved has completed their duties and signed off, the issue will be complete and closed. The custom software will then store that data for many reasons; tracking company metrics, data/record retrieval for company audits and many more reasons. We will be able to use the data generated from this to determine many things; where we might be lacking in customer support, which vendors are sending us faulty product, how much money we are spending fixing problems, and overall where we can improve as a company.
Marketing • Referral Program-each new customer is given a code that they can distribute to others giving the original user privileges. • Google AdSense-partner with google to get cheap advertising on web pages that are related to planes or models. • Mailing List-coupons and specialty sales are sent to customers that sign up for a mailing list
Enterprise Order Processing: Summary All interactions with Sky High trigger events across multiple information systems. Our case study is an example of how they can use hardware, software, custom CRM system, staff, information and workflow processes to work together and complete customer orders and have a successful online business.
