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Posted: 7/3/2012
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Comarch Slate Software Solution Offers Rich, Interactive Customer Experience

After the successful launch of Comarch ALTUM, an ERP platform, Comarch sought to broaden its applicability. Comarch, a global IT business solutions provider, developed a slate software solution that would allow store salesmen to access product information available in their store’s ERP system. The slate software solution provides instant access to information, enables salesmen to quickly respond to customers, and delivers great customer experience.

Business Needs

Comarch is a global IT business solutions provider with a broad range of products that cover ERP systems, CRM and loyalty management, billing, network management, sales support, electronic communication and business intelligence. Based in Poland, it is the leading IT company in Central and Eastern Europe and employs nearly 3,500 employees who work across an international network of subsidiaries and offices in the U.S., Europe and the Middle East. After the successful launch of Comarch ALTUM, an ERP platform, Comarch set its sights on broadening the applicability and base features of its ERP platform.

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* We are very excited with our slate software application and are finalizing plans to launch it in less than a year.
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Michal Zyznarski
Experience Designer
Comarch
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An opportunity to expand the use of Comarch ALTUM came when Comarch marketing staff reported that store salesmen who had deployed Comarch ALTUM in their stores were asking for a tool that could help them deal with customer sales queries. In particular, salesmen complained of difficulties in providing customers accurate and relevant information on products available in their stores’ computer terminals. Often, while customers waited – and there were many of them during peak shopping times, salesmen had to walk to the nearest store PC terminal to search for product information. Shared terminals only exacerbated the delays, leading to customer complaints and lost sales opportunities.

Salesmen were hoping to have a portable device that provided full, accurate and instantaneous information on different products, their prices and availability, either in-store or in other branches. Having such a sales tool would greatly enhance the sales process, customer interaction, customer satisfaction, and the likelihood of generating a sale. Said Michal Zyznarski, Comarch Experience Designer, “Comarch was interested in providing a tool for salesmen that would allow information on products, their prices, and availability to be checked instantly. Such a tool could help increase store sales by reducing the number of customers who leave the store without purchasing any product because of unavailable product information,” he added.

Solution

In response, Comarch thought of developing a software solution, installed on a slate computer, that would allow salesmen to access product information available in the store’s Comarch ALTUM ERP system. Installing the software solution on a slate computer would allow ubiquity for store salesmen who, wherever they were on the store, could then respond to customer queries without having to access a store’s PC terminals. Because the slate software solution was fully integrated with a store’s Comarch ALTUM system, the information it made available was real-time, complete, and accurate.

Expounding on the product idea, Michal said, “We also wanted the software application to have a nice, well-designed user interface that is eye-catching; it must also be highly interactive using touch-technology to increase the likelihood of a customer buying a product shown on the slate computer. Touch technology and user experience were, thus, two of the key factors we took into account in designing and developing the software solution.”

To develop an engaging, interactive user experience with rich video quality, Comarch used Microsoft Silverlight, a powerful tool for creating and delivering rich Internet applications and media experiences. “We used Microsoft Silverlight,” said Michal, “because of its fast and smooth zooming technology in bringing up high-resolution images as well as its advanced streaming technology that delivers smooth, high definition streams.”

For the slate computer’s operating system, Comarch decided on Windows 7. The slate computer, which Comarch does not sell, may be sourced from vendors of slate computers with a touchable user interface. Michal said, “We chose Windows 7 because it supports touch devices and has true multi-touch technology. As well, at the time we started developing our software application, Windows 8 customer preview hadn’t been released yet. However, after the release of Windows 8 customer preview, its Metro user interface inspired us to integrate it in our software application.”

Benefits

Comarch’s slate software application holds great promise. Its pilot test of the new software application in Polish stores in 2012 was well received by both customers and store salesmen. “We are very excited with our slate software application and are finalizing plans to launch it in less than a year,” said Michal. The slate software solution provides access to full and accurate information in real time, enables salesmen to respond more quickly to, and engage more with, customers, and delivers great customer experience.

Provides access to full and accurate information in real time

Equipping store salesmen with the slate software solution gives them access to full and accurate product information in real time. Customers also have ready access to information on products, including product features, prices, and availability. They can also compare different products on a slate computer screen and see photos of products that may not be on display.

Enables salesmen to respond more quickly to, and engage more with, customers

Readily available product information enables salesmen to respond more quickly to customers, spend more time with them, and engage with them more. Salesmen no longer have to leave customers behind in order to go to a store’s computer terminals to access product information.

Delivers great customer experience

The slate software solution not only provides full and complete information, it delivers great customer experience and engagement. Customers can interact and engage with the eye-catching software solution by flipping through and scrolling down pages, and bringing up and zooming in on high-resolution product images.

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Solution Overview



Organization Size: 3500 employees

Organization Profile

Comarch is the leading IT firm in Central and Eastern Europe and a global IT business solutions provider. Based in Poland, it employs nearly 3,500 employees who work in its various international offices.


Software and Services
  • Windows 7
  • Microsoft Silverlight

Vertical Industries
IT Services

Country/Region
Poland

Languages
English

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