CLIENT:
A group of independent companies focused on the impartial, independent,
expert certification and grading of collectibles.
Three top independent grading services - the leader in the coin
grading industry, the expert third-party grading service in currency,
the fastest growing service in sports card grading, and the standard
in the comic industry, have united their common efforts and goals
to create an impartial third-party certification group of companies.
CHALLENGE:
This collectibles grading group wanted to be able to offer an
online ability to place orders for all of their sub-companies that
would add convenience while reducing customer errors in order submissions.
They also wanted those orders to be tied to a login and password
so that clients could check their order status online, thereby reducing
customer service phone calls.
SOLUTION:
MarketSense gathered the requirements for all of the various
products and companies for both collector and dealer order processing,
and built a universal order system that could accommodate the varied
needs of each collectible, grading company, and customer type and
guide them through an intuitive order process. Orders are verified
through a complex set of business logic that ensures that customers
cannot order impossible combinations of services, and leave out
vital information. Those orders are then stored in the database
as tied to their customer number, and customers have the ability
to pull up their detailed order history and check on the status
of open orders. MarketSense implemented a back end process that
connects to their legacy order processing system, and delivers clear
customer-understandable order status information over the web.
RESULTS:
As a result, the group today provides outstanding customer service
with fewer man-hours devoted to answering simple phone calls, and
has dramatically reduced the number of problem orders coming in
from customers.
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