Panasonic® is a brand that is synonymous with innovation, quality, performance, and ease of use. Founded in 1918 and now one of the world’s largest electronics manufacturers, the company’s DVD players and entertainment software, televisions, and dozens of other consumer electronics products reflect the founder’s original philosophy: putting customers and the public first.
Serving registered retailers, Panasonic Sweden is a major dealer of Panasonic and Technic® brand electronic equipment products. Seventy-five employees work from two locations in Stockholm and Gothenburg, where they maintain central stock for Nordic countries. Delivering superior service to their retail network is a high priority, so they are always looking for ways to enhance processes.
Limited IT resources make online access essential
Two people maintain all IT systems, so streamlining processes is essential. Turning to Attachmate, Panasonic designed an online solution to improve the level of service for both retailers and their customers. Panasonic Sweden conducts business with retailers based upon their size. For larger customers, electronic data interchange (EDI) is used, but smaller retailers use online access to submit orders directly from their stores. But it’s not just about order-processing.
”Today, it is extremely important to give our customers fast and accurate information about pricing and delivery schedules,” noted Ulrik Backerling, project leader for the IT department. ”As the buying process gets shorter, consumers put new pressures on us. ’Is the product in stock? When will you get it?’ Faxing or waiting on the telephone no longer suffices, so online is what it’s all about.”
Attachmate solutions allow integration of processes
Panasonic’s UNIX-based system is complex, so Attachmate consultants simplified several functions using Attachmate mainframe integration products. This allowed Panasonic to integrate and manage processes for ordering and stock/balance issues. Attachmate products facilitate the communication between the Web user interface and the database server, as well as the UNIX-based systems that run the business.
Attachmate technology provides innovative solutions for mainframe integration and Web services development. Developers use drag-and-drop tools to rapidly capture and present legacy data and logic as consumable Web services for new intranet or extranet business applications. Attachmate mainframe integration products support and leverage open standards, so organizations can easily and seamlessly integrate mainframe data and transactions into new business applications.
Usability and functionality improve service levels
The interface design was very important. During development, key words were simplicity, clarity, and that it be easy to understand. These goals have been reached. ”Our sales people have trained the retailers, and we have received a lot of praise for the design,” explained Backerling.
A simple, intuitive interface allows retailers to view technical product information, pricing, any applicable fees and inventory stock levels – all within a single screen. The interface has several graphical elements, including an order button for customers to place orders quickly and with point-and-click ease. ”All this makes it easier for the retailer to make his decision,” continued Backerling.
According to Backerling, the added online functionality benefits retailers. A retailer only has to place one order for several outlets. If an order is entered for 10 television sets of a certain model, the retailer can also include information about where they are to be shipped. ”The system allows them to split a line of orders, which is ideal for retailers with more than one outlet,” said Backerling.
Successful launch makes access easier and more efficient
Attachmate also developed an administration module which tracks the structure of the online system. New features were incorporated over a five-month period as Panasonic Sweden rolled out online ordering to a number of retailers.
Customers now have immediate access to information about products and availability, which means faster service and the ability to place orders securely via the Internet. Most of Panasonic’s products can be found on the site. An added feature is included in the pricing display. Users can see discounts or view different fees that make up the total price. Additionally, the application is dynamic, and the user can choose how the information is presented.
From a technical point of view, implementing the online solution, including communication with the underlying business system, went according to plan. ”We had a roughly-outlined specification, but for the most part, Attachmate was given free rein with their ideas,” said Backerling. ”Based on previous experience, I believe this is the shortest way to a solution.”
Retailers respond favorably to new system
Every day, large number of retailers use the system actively to search for information. Backerling hopes the ordering feature will be used more frequently now that the retailers are going online, so customer satisfaction is increased.
”We’ve noticed that the support team spends less time on the phone,” he said. Backerling notes that personal communication is still essential to promote other products. Panasonic Sweden also expects to handle returns via the online solution. Panasonic’s vision of the digital future is driven by the needs and aspirations of the company’s business customers and millions of consumers around the world who use Panasonic products.