Vibrant Colour

Improving workflow through an automated pricing and order management system.

The Challenge

Vibrant Colour is a UK-based provider of branded merchandise, helping their business clients create and buy a range of personalised items. As order levels grew, the team found it increasingly time-consuming to manage the processes around quotations, design approval and final pricing, which were all managed manually via email. This impacted on customer experience and speed of service, and posed a significant restriction around business growth.

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How we helped

We started by creating a service blueprint for the full order process, considering both customer experience and back-office processes. A number of complex requirements were presented, and our main goal was to automate key tasks that would improve customer experience and save time internally. Our key challenges were to:

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Improve the initial customer quotation process based on levels of item personalisation, order volume and account history, through a complex pricing algorithm.

Improve customer experience through the creation of a simple, self-service interface that enabled customers to upload and approve artwork.

Automate business processes from quotation and artwork approval to final costing and order confirmation, via automated notifications and management dashboard.

Initially, these back office systems linked with the customer website via API integration. Thought was then engaged to redesign the user interface to maintain relevance and engagement in an increasingly competitive marketplace.

As a result of this fully integrated customer and back-office platform, the business now runs more efficiently, has improved its customer experience, and is better equipped for future growth.

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Thought took the time to understand the complexity and nuance of our business It’s rare to find a consultancy that has the expertise to deliver best-in-class, innovative solutions that are also phenomenal collaborators and problem solvers who can work with you to both formulate and deliver your digital strategy..

Christopher Smith - Creative Consultant

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