Who
eFlorist is the largest florist membership network in the UK. They provide relay facilities both nationally and internationally to their network of member florists as well as selling direct to the consumer through their web site and call centre.
Objectives
Redevelop and improve member to member order relay system.
Improve member support by providing local sales functionality.
Improve florist community by providing knowledge sharing platform.
Improve member businesses by providing tools to enhance their business operations and therefore efficiencies and profitability.
Provide eFlorist with the means to be proactive in increasing share of total UK florists.
Solution
The member florists needed to be able to manage all events, orders and deliveries efficiently. To do this we developed a new portal that gave the florists a proper system rather than relying on old fashioned out dated methods.
Key to their ongoing success was the datacapture and management of their customers and their purchasing history. We developed a bespoke CRM system that provides them with all sorts of marketing information that allowed them to be proactive rather than sit and wait for the phone to ring.
A reasonably simple area mapping tool and route planning system ensured timely and accurate planning and customer satisfaction.
We also developed a proper community by using forums, blogs and wikis, thus ensuring a level of knowledge management and peer support previously unknown to them.
In terms of sales ordering, we developed a bespoke end-to-end solution that allows orders to be entered for local, national or international delivery along with multiple items, multiple recipients and up selling opportunities that were not in place before.
We have also developed a point of sale device for the florists by providing full integration with the product catalogue saving a fortune on previously printed matter.
Result
Feedback from eFlorist members has been exceptionally positive and we are continuing to enhance the system further with ongoing enhancements.
The new system has been in use now for over a year and been a platform that has allowed the business to grow into Europe.
