Introduction
Laser Key UK is part of the ASSA ABLOY group, which includes Yale and Chubb Locks. The Company provides key cutting machines to retailers, a new innovation in the UK, providing keys cut ‘while you wait’.
Situation
Laser Key began a trial of the machines with a major DIY retailer in 2004, and were keen to ensure they were providing a full service. Part of this involved using a team of merchandisers to visit each store on a regular basis to service the units and to ensure stocks of key blanks were at the right level.
Traditionally, information relating to the outcome of merchandising calls can take up a week to reach account managers and then the client, often rendering it useless and out of date at the point of delivery.
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Solution
Having used and realised the benefits of the Support Centre and our rrslink extranet site, Laser Key asked us to produce a dedicated extranet site that would fulfil the following criteria:
- Create a central location for merchandisers to call after each visit
- Make information available to all stakeholders within minutes of the visit
- Create reports for Laser Key Managers only
- Create reports specific to Laser Keys clients
Laser Key’s client was already a customer of Recruit Retail Services plc and a regular user of the rrslink system so the proposal from Laser Key was ideal and a site was created.
The merchandising teams now complete their calls, ring the support centre to confirm the visit has been made and pass on relevant details, including any urgent information. The Support Centre team then post the information onto the rrslink extranet site.
Result
Gary White, Operations Manager for Laser Key confirms the value this resource has added to their service offer. “We can use rrslink as part of our overall client service; it also offers our organisation great management information. It means that store data can be obtained quickly and efficiently, and we can create reports that suit both our business and our client’s business.”