Transcript Oregon’s On-line Web based Special Order Process

Oregon’s Special Orders -
Web Based Opportunity
or
A Problem That Just Got Worse?
Steve Pharo
Oregon Liquor Control Commission
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How Oregon has processed special orders in the past:
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Customer requests a product from a liquor store.
Liquor agent completes a three part “Special Order”
request form.
Two copies are mailed to the purchasing division.
Product is located and ordered from the distillery
Acknowledgement copy is sent back to the liquor agent
which verifies that the product was ordered. The
estimated arrival date is included on the
acknowledgement.
The special order product is received at our warehouse
and is married with the liquor agent’s next regular
order.
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Facts:
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In 2001, Oregon processed 2,800 orders
In 2007, Oregon processed 11,000 orders
There are over 1,000 different items that we have ordered
and sold in our special order file
Special orders are continuing to grow:
1. Accelerate due to customer traveling,
2.Additional access to information about new products;
on-line, magazines, etc.,
3. Continued product line differentiation,
4. The rise of micro-distilleries
Special orders were continuing to consume greater and
greater resources
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Annual Order Totals
12000
2007
10907
10000
2006
9218
number of cases
8000
2005
8102
6000
2004
6326
2003
5337
4000
2000
2001
2798
2002
3383
0
annual total
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Creation of the Oregon Web Based
Special Order Program
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In 2005 the Commission started the design work on a
Web based special order program.
It was designed to be a companion product housed in the
agents current Web based ordering system called OLAS.
OLAS (Oregon Liquor Agent Services) is a Web based
service for all electronic liquor orders.
The design stage involved purchasing, stores
distribution, IT staff members, selected retail sales
agents, and distillery representatives.
We began testing the new online Web based special order
system in April of 2005.
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Retail Stores Benefits
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All agents use web based system and do not have to keep
mounds of special order request forms and paper
acknowledgments. All of their own special order history
and in process orders are on-line for them.
Increased retail agent satisfaction because of we have a
web based system that is much easier to use.
Use of the Web based system has reduced the order
turnaround time.
Retail agents can retrieve information, order product, or
inquire from any internet connected computer through a
standard browser.
Customer can order via the store using phone, fax or email
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Commission Benefits
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Greater work efficiencies – We have been able to keep up
with the increasing number of special orders by our
customers.
All special order data and complete history of inquiries,
ordered items, canceled items, completed orders,
uncompleted orders and more is kept in one place.
Paperless information – Both the Web based order system
and the use of email for communications has greatly
reduced the need for paper and the use of conventional
mail.
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Change in Attitude or
Change in Technology
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If we do not believe in special orders, we
resist improving technology because it
could be seen as a waste of time.
If adequate technology support is not
available, then we do not want to take
special orders because they consume so
many resources
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How we saw it…
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In Oregon, we saw special orders as an
avenue to greater customer satisfaction
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The effort to support the special order
option required us to invest in the
technology solution
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Outcomes
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Increases in special orders
Greater customer satisfaction
Less pressure for privatization
Additional revenue
Last 100 orders- Average bottle selling price:
$48.13
* this average does not include 5 bottles which sold at $2,229 each
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