PARI Respiratory Equipment develops and manufactures products that continually advance the science of respiratory care. This 106-year-old company has headquarters in Germany and territories in the US, Japan, China, Russia, and the UK.
Recently, PARI partnered with us to develop and launch a B2B eCommerce website that features real-time integration between Magento and SAP. (Read the case study).
But, before we could launch PariOrder.com – an SAP-integrated site — we had to address credit limit workflow issues.
Prior to the launch of this new site, If customers needed to place an order that exceeded their credit limits, PARI’s customer service reps used ‘tribal knowledge’ to help resolve the issue. (‘Tribal knowledge’ describes the business processes and rules that seasoned employees know and follow, but are not documented anywhere.)
Every company has those known exceptions and workaround. But, the problem with ‘tribal knowledge’ is that it doesn’t translate to an SAP-integrated website.
Our solution needed to work with the following:
- Website interface design, provided by PARI’s marketing team
- SAP ECC 6.0
- Magento Community Edition
PARI’s management wanted to make sure that ‘tribal knowledge’ about credit limits wasn’t lost in the transition to web-based order management.
Specifically, PARI wanted to give its B2B customers the information and tools they needed to be able to place online orders and stay within their credit limits.
We helped PARI design custom SAP logic and workflows to help customers manage their own orders and credit limits.
Created custom messages to display to logged in B2B customers
Dale Anderson, PARI’s CFO, said it best when he explained what we did with custom messaging. “Now, if a customer goes over their credit limit while placing an online order, we display a custom message with the amount that exceeds their limit. Then, our website gives the user an opportunity to reduce their order by that exact dollar amount.”
“Alternately, our customers can place the online order, but our website makes it clear that it will go on credit hold. Then, the site displays a special phone number. When our customer call that number, they are immediately connected with an accounts receivable specialist so they can work through outstanding credit issues and proceed with their order as normal.”
“In the near future, we plan to integrate b2b2dot0’s WebAR capabilities into our new site.” Anderson added. “This will allow our customers to make online payments on their open balance, thereby immediately freeing up credit that can be applied to new orders.”
- A confident accounts receivable team (they know that their customers can place orders as needed, even if credit issues arise).
- Happy customers (they can now self-serve routine order management tasks, and get instant feedback about their current orders impact their credit limits)