BACKGROUND

This company provides specialized products and services ranging from uniforms, cleaning services and restroom supplies, to first-aid and safety products, fire extinguishers, and safety and compliance training. The company had implemented SAP Commerce (version 5.2) platforms for their DSSM (Direct Sales and Strategic Marketing) and e-Service units.

CHALLENGE

Major stabilization of the rental e-Service and Online Bill Pay solutions was needed in order to roll out solutions to a larger customer base. Poor adoption of the solutions was also a challenge, and the result of an inability to update the platform with the latest features and enhancements without upgrading the entire system.

HOW ECENTA HELPED

Over a 34-week project schedule ECENTA resolved stabilization items and enhanced the user experience enabling the roll-out of the solution to the extensive customer base. ECENTA also provided the client with an extensive KDD (Key Design Document) highlighting the various upgrade options, and a detailed tech- nical and functional analysis of the upgrade to the latest version.

RESULTS

TECHNICAL

• Streamlined user registration and delivered an intuitive user experience
  Delivered a Key Design Document with a detailed technical upgrade path
  Stabilized existing e-service and online bill-pay solutions
  Provided a path to more effective decision-making when addressing an upgrade the Commerce platform
  

BUSINESS

• Increased customer adoption for paying open and pending invoices on schedule
• Revamped auto-pay functionality with advanced notifications for monthly statements and auto payments
• Increased visibility to transactions