Intelligent Issue 23 | Page 39



a relevant source of truth about customers and their interactions .
Sydney Opera House and skyline , Sydney , Australia
Another significant benefit delivered by the new ordering platform has been the way it has made it easier for customers to explore the entire product range before placing an order .
“ The idea was to get the customers browsing and seeing our range ,” said Wickman . “ We ’ ve got 400 SKUs and we ’ ve probably got about 70 of them that everybody buys that are popular . This number is now increasing .”
Lessons learned
Wickman said that , while the Sana Commerce and Business Central deployment went smoothly , some relevant lessons were still learned during the process . The first was that up-front planning is very important as it ensures the new technology will fully meet business requirements .
“ By shifting to Sana Commerce and Business Central , not only was the entire team able to enjoy the flexibility of remote work , even after the pandemic , it also meant they were able to work through the pandemic without being disrupted .”
The new platform has also improved the quality of data across the company . Agents know they can use information in Sana Commerce that will always be up-to-date and
“ It ’ s also important not to rush the rollout ,” said Wickman . “ It ’ s natural to be deeply invested in the outcome of a project like this , but it is vital to give the IT team as much time as required to complete the process .”
Wickman said Food & Dairy Co planned to continue to look for innovative ways in which the new Sana Commerce platform can be extended and enhanced in the coming months .
“ We are confident we now have a scalable and flexible platform that can support our ongoing growth ,” said Wickman . “ Thanks to Sana Commerce , we are able to continue to improve our levels of customer service .” �
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