Keeping your customers happy is the way to keep them ordering direct. In an industry famous for small margins, both publishers and their customers depend upon the information system to make each transaction profitable.
Customer Queries During Order Entry
When is a customer most likely to need information about their account or backorders, forthcoming titles or special deals? When she calls to place an order.
Order entry staff needs access to information—quickly. Pop-up windows and fast, flexible searches give them all the information they need right inside the order entry program. And for more specialized inquiries, detailed viewing screens provide complete information about order history, payment history, and more.
During order entry (and in other programs):
Easy Order Follow-up
Entering an order can be just the start of a relationship—sometimes it's not a great one. Shipping delays, mis-shipments, lost orders, and other hazards put a damper on things. But with easy access to all the information about an order and an account, your customer service staff can keep your customers informed and happy—or make good on problems and get things back on track in a hurry.
Great Customer Service Can Increase Sales
"Can you tell me how many of this title we ordered last time?" "Where can my mother get a copy of this book in her area?" "I'd like to order your top best-selling backlist titles—what are they?" "Will the books for my signing party be here tomorrow?" "When did my order ship and by what carrier?"
It's not surprising that many publishers have moved customer service and order-taking functions into their sales departments. Providing great customer service can help increase sales. It requires answering a host of questions like these every day. And you need the answers instantly to avoid costly call backs and unhappy customers. The Cat's Pajamas makes it easy to find the information you need, when you need it.