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Improving E-commerce Data Accuracy: The QAS & Harcourt Education Approach

QAS & Harcourt Education, a leading publisher within the Reed Elsevier group, recognizes the critical importance of data accuracy in enhancing e-commerce operations. With a reach in the UK, Australia, New Zealand, and South Africa, maintaining accurate information is vital for customer satisfaction, swift delivery, and cost reduction. Since deploying their e-commerce facility over 20 years ago, they've served over 50,000 credit card customers. Implementing QAS solutions resulted in rapid improvements in order processing accuracy, significantly reducing manual entries and enhancing customer service efficiency.

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Improving E-commerce Data Accuracy: The QAS & Harcourt Education Approach

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  1. QAS & Harcourt Education Ian Cavey E-Learning & Online Manager

  2. Who are we? • Member of the Reed Elsevier group of companies • Leading school and FE publisher, with operations in U.K, Australia, New Zealand and South Africa • Brands include Heinemann, Rigby, Ginn, Payne Gallway

  3. Why is data accuracy important? E-commerce facilities are a growing part of our business Key drivers for data accuracy: • Customer Satisfaction • Ease of use, goods get delivered quickly (and to the right place!) • Cost Reduction • Cost of sale reduced, sales support staff focus on taking orders not sorting problems • Legal Requirements • Data Protection

  4. How it was • E-commerce facility had been in place since September 2002 • >50,000 credit card customers – teachers, students, parents • Order, warehousing and distribution system on AS400 running System 21

  5. Customer Details

  6. Too much flexibility ! • Customer creativeness / helpfulness /typos • East Riding of Yorkshire • Flintshire (formerly Clwyd) • South Pembrokeshire • ??????? • SP1O 3HY

  7. The Result AS400 unable to handle the variations, so automatic order processing fails. Customer Services staff then have to enter the order manually, leading to extended delivery times, customer dissatisfaction and increased cost of sale

  8. Why QAS? • Market Leader • High Quality Product • Comprehensive Support • Recommendation – other companies in the group use it

  9. The situation now

  10. Implementation • C#.Net • Excellent support from QAS • From start to working implementation less than 2 days

  11. Initial Results • Very positive feedback regarding ease of use and accuracy • ‘we know where you live!’ • Customer Services staff delighted at the drop in orders that they need to sort out

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