Allowing a customer to return a product is not a favor but a chance to showcase excellence in customer service and an opportunity for upselling. This needs to be understood by all the employees in a retail organization, but the reality is sadly often different. Let’s take an example. You bought an
Retail businesses face the constant challenge of providing excellent customer service while staying competitive with online stores with reduced overhead. In the past, online retailers could offer discounts brick-and-mortar retailers found difficult to meet. Today, things have changed; agile business process and omnichannel sales funnels work to the physical store‘s
On this beautiful sunny day in Barcelona, we want to wish you a Merry Christmas once again and all the best for 2016. We also want to recapitulate here for you the top webinars that we did in Openbravo, to give you the opportunity to see at a glance the ones
It’s been a while since GE Capital Retail bank published in 2013 an annual shopper study showing that more than 80% of consumers start their search process online. Today, e-Commerce still only represents 10% of the total retail revenue, but without a doubt, digital channels influence brick and mortar sales
We did it. We are proud to say that more than 1000 people are already following our webinars and videos in BrightTalk! For those who don’t know, BrightTalk is a platform where professionals can learn and share their knowledge with the world’s brightest experts through videos and webinars. In our
Companies must be prepared for a hybrid future. In the future, a mix of core ERP and third-party functionality will become the norm, since the do-it-all ERP suite is no longer tenable. In this future cloud, mobility, analytics and simplified user interfaces will reign. But if you think this is
Portals have not always lived up to their expectations but this is changing now. Modern, integrated enterprise business software built on open standards can be deployed easily as self service portals for customers, suppliers and employees alike.
Some thirteen years ago, when I started working for a big blue consultancy company, portals were all the rage. Vendors were tripping over each other to create portal software and both media and technology companies tried to get their part of the portal market. At that time, web portals were used by many users as their point of access to the internet, hence its commercial importance. Companies also took great interest in portals for internal use. The promise of tying together information and applications of all kinds of legacy systems in one place sounded appealing. I worked on three intranet-portals in my first year. Although we made them all look great and both customers and users were excited at first, the productivity boost that we all expected, did not fully realize.
In hindsight the reason for the unfulfilled promise was simple: Just aggregating information from different systems in little containers (portlets) on a workspace does not add a lot of value if you do not have the possibility to manipulate it without leaving the portal. An example is an expenses portlet that shows employee expenses to be approved by a manager. In a millennium portal the user would be taken away from the portal to an external expense report application to approve the expense. The employee would then receive a notification in her expense portlet. The portal in this example solely served as a notification system! For this, you might as well just use email.
Open up your Business Application
Now, in 2013, portals seem to go through a revival. Thanks to improved integration, personalization, RIA (Rich Internet Application) architectures, workflow, customization, scalability, the possibility to create mash-ups and the usage of open standards, portals finally live up to their expectations. The most effective portals are part of the business application instead of imposing an additional layer on top of it. Openbravo 3 was architected with portal functionality in mind from the start using open standards and having a Workspace tab out-of-the proverbial box. In most implementations so far we have seen the Openbravo Workspace being used as an internal portal for staff using Openbravo to manage their business processes. But there is no technical reason to not widen the scope and give access to the Openbravo Workspace to customers and providers. With Openbravo you can open up your business applications to both ends in the value chain and provide self-service that will lead to increased productivity, reduced costs and higher customer satisfaction.
Establish a Relationship First
The idea behind the Openbravo self service portal is that customers, suppliers and employees have direct access to Openbravo. It is important to understand that self service starts after a relationship has been established with the customer or supplier. The Openbravo self service portal does not aim to replace your company’s branded web site. Converting prospects into customers and potential suppliers into trusted suppliers are activities that are best done with your existing toolset but once these parties are in the circle of trust they should be able to interact with your system in a more direct manner. Note that this is not because of security but more because of reduced guidance. To use an analogy for suppliers: If you let someone fill up your fridge when it is empty, this means that this person should already know where to find the fridge and what your needs are.
Dumb it Down
Enterprise business applications are complex by definition because of their breadth and depth in functionality. Users usually receive training and even then, ease-of-use is not the first thing that comes to mind when thinking of ERP systems. Among those, Openbravo 3 is probably the most usable business application suite on the market as it was redesigned in 2011 from the ground up with the end user in mind. However, this does not mean that you want to force your customers, employees and suppliers to use your system as-is. The best approach for a successful portal is to take out all functionality and GUI elements that are not absolutely necessary and only present that what is relevant to the user’s task at hand. In the first two examples below you can see that the only tab visible is the Workspace tab. We have taken out the multi-tab feature for the sake of simplicity. We did the same for the top navigation: the quick search and launch menus are hidden, as well as the application menu. Obviously it is up to you to decide what you want to offer to your users but we recommend to dumb it down as much as you can.
A few examples of self-service portals with Openbravo:
1) Customer Self Service for Coworking. With more and more independent professionals who are looking for a desk or a conference room, the coworking business has grown spectacularly. As in any other business, coworking needs contract management, resource reservation, invoicing and payments. Openbravo has recently successfully implemented a coworking self-service solution in one of the largest coworking spaces in the United States and two more European coworking spaces have signed similar deals. The Openbravo for Coworking Spaces solution will be launched during the Coworking Spain 2013 event.
2) Employee Portal for Business Consulting: expense reports, time allocation, team calendars, social media, requisitions, HR services, training. It is worth pointing out the difference with the expenses widget in a millennium portal that I referred to earlier in this post. In the Openbravo employee portal, the expenses are actually part of Openbravo rather than using an external application. This means that data only sits in one place and there are no delays in processing or synchronization.
3) Supplier Portal for Sports Equipment Retailer. Your supplier can manage many processes autonomously. Just to name a few: invoice submission, shipment tracking, master data management, payment terms management and contract management. Openbravo can manage all these applications in one single database that is accessed by the supplier. Obvious benefits are: better stock optimization, higher transaction speeds, less errors and greater supplier (and thus customer) satisfaction.
Dear All, We have been working to provide the Community with reliable go-to information about Openbravo 3 in a handy, searchable, “green” on-line format. And now (drum roll) I am pleased to announce (another drum roll) it is finally here! More than 200 web pages of the User Guide contain what you need to know about Openbravo whether […]
I am pleased to announce that we have completed the publishing of Openbravo’s Road Map for 2012. You can see the final document here. This is a very detailed description of all the projects that Openbravo Product Development team plans to deliver in the following 15 months. With this Road Map, Openbravo continues to disrupt the ERP industry with […]
A new product deserves a new logo. We have just finished the art work and are proud to share it with you.
It will serve as an identifier and emphasizes the importance of Openbravo 3. The “3” represents agility, openness, and speed, the gradient flirting with a retro-futurism. It also leans a bit forward. That´s where we want to go, right? We have put the agile erp in lowercase text because we have “tamed” ERP. From now on, the user is in charge.
You will find the logo soon (in the next few days) on the Openbravo 3 RC4 login page, on the demo site and through marketing communication. The product logo was designed by Volpus Design.