PARI had experimented with an order management website for a large retail pharmacy customer. The site gave prescription patients an easy way to order refills online. However, the site couldn’t talk to SAP ERP. Orders went into a queue, and customer service reps had to type them into SAP. Ultimately, that site was just as inefficient as phone, fax, and email ordering.
Dale knew that SAP integration would be the key. However, PARI’s IT team, based in Germany, didn’t have a lot of bandwidth to dedicate to the project, so a custom SAP integration was out of the question. IT was also concerned about the integrity of SAP data and business processes. The portal couldn’t generate its own set of business data. PARI had tried that with the disconnected portal, and they weren’t doing that again.
“That site was our first attempt at online order management. It gave us a glimpse of what was possible. But we knew that before an order management site could really be successful, it had to be more comprehensive, and it had to connect with SAP.”
—Dale Anderson, CFO