When Florida Rock receives a customer order, it assigns a ‘ticket’ to each request for materials, and this ticket acts as the proof of delivery. These tickets are signed by the customer at the time the shipment is received and then scanned into Florida Rock’s Electronic Document Retrieval System. Once the signed ticket enters the system, Florida Rock adds the associated customer order to an invoice. Sometimes there is one ticket on an invoice. Other times, there can be a hundred tickets on an invoice, so tying the ticket back to the invoice quickly and efficiently is critical in terms of quality customer service.
Florida Rock is known for providing its customers with superior value and service, and has been able to field hundreds of calls per week from its more than 8,000 customers looking for information regarding their invoices. The process involved a customer going through a telephone answering service to be connected to the correct person, who would then need to go into Oracle or Florida Rock’s Electronic Document Retrieval System to get to the needed information. This image or copy would then be e-mailed, faxed, or mailed to the customer.
Recognizing this process was not only cumbersome for its customers, Florida Rock also saw the need to make it more efficient for its credit and accounts receivables (AR) departments, who were spending several hours a day just supplying lost copies of documents.
Florida Rock, at the forefront of technology in the construction materials industry, has come up with a creative way to use the Noetix Dashboard as a customer self-service tool. Instead of having to call, ask, and wait for information, customers are able to sign on to a secure system that takes them directly to a Noetix Dashboard that is custom filtered specifically for them. It shows them their AR buckets, allows them to view their most recent 50 open invoices and all the tickets associated with each, allows them to see receipts or checks that have been posted to their accounts, and gives them a list of local Florida Rock locations in the event that they need to do more business. Essentially, Florida Rock’s customers are getting a great deal of information about their business in a matter of seconds.
In addition, they can link directly from their invoices to Florida Rock’s Electronic Document Retrieval System and pull out a PDF with the exact image of that document, or drill down into the tickets that made up that shipment or particular invoice, as well as make a copy of their most current statement.
With Noetix Dashboard, Florida Rock has given its customers a self-service tool to facilitate a more efficient business partnership. The accounts payable departments and division heads, for example, have a much easier way to monitor their accounts and ensure their invoices are paid on time, cutting back on overdue payments to the company.
“Our customers require that all of the signed tickets be filed,” said Dave DeVore, Manager, Application Development, Florida Rock. “If one ticket is misplaced and there is no proof of delivery, payment is withheld on an invoice that could be worth several thousand dollars. The easy-to-use Noetix Dashboard will help shorten the payment cycle by giving customers immediate access to all of the tickets and invoices associated with each account. We want our customers to have control over their businesses and get the information they’re after in a timely manner. Logging into these dashboards is certainly a lot quicker and easier than calling, going through the various levels, and then waiting for a fax or image to come through.”
In addition to providing these Dashboards as a customer self-service tool, Florida Rock is using Noetix Dashboard internally. Currently, the company’s credit department staff uses a Dashboard to be able to rapidly inquire about the customers they service. It gives them a quick snapshot of the customer and access to the statement, invoices and tickets associated with them without having to go into Oracle ERP. Florida Rock also intends to roll out Dashboards to its executives in HR Payroll and Receivables as a way to monitor business operations from a single, intuitive view.
Manager, Application Development
Florida Rock Industries
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