Customer Satisfaction

Fast & accurate transaction processing, plus more consistent interactions, leads to happier customers

A serviceable product at a competitive price is an obvious starting point for a successful business, but it counts for little until you can build a solid base of satisfied, loyal customers.

You need quality support services and systems if you are to consistently meet your commitments and have positive interactions with your customers.  

By exceeding their expectations, you can aspire to go further still, and turn those customers into passionate advocates for your brand.

These Orchid products in particular can help you exceed customer expectations help

Return Material Authorizations

Product returns can't be avoided, even more so in the modern world of online purchasing.

How you manage them can make the difference between a lost customer and a passionate advocate. Orchid RMA contributes to this by:

  • Giving you a single point of reference for managing returns and repairs
  • Which means fewer mistakes and faster turnaround times
  • Plus more consistency and transparency
  • Which in turn means better informed and happier customers

Learn more →

EFT Processing

Who is really your customer? EFT Processing helps provide more accurate and timely payments leading to more satisfied:

  • Vendors - who demand and appreciate on time payment
  • Employees - we all know what it can mean if your salary payment is delayed
  • Customers - e.g. when efficiently processing refunds

Learn more →

Notes

Few things infuriate a customer more than hanging on the phone or at the service counter, only to be given incorrect or conflicting information.

Notes can support customer interactions by:

  • Presenting key, context-sensitive information to staff, where and when they need it
  • Giving all staff access to the same critical information, thereby promoting consistency
  • Helping with on-the-job training for new or casual customer service staff

Learn more →

Watch our Customer Satisfaction Video

Anne discusses and demonstrates some ways that Orchid products could not only enhance customer satisfaction, but also help measure it.

She works through an example that creates and uses a no-frills Net Promoter Score (NPS) regime.

Testimonials

Customers are benefiting from more efficient internal processes and up-to-date status tracking, while we are able to automatically record restocking fees and handling charges to improve profitability. It's a win-win situation.

LADONNA PITT, CUSTOMER SERVICE MANAGER, US DIGITAL MEDIA, PHOENIX, AZ, USA

Again, thank you for your great customer service as ALWAYS!  I commend Orchid on its customer-oriented culture!

MICHAEL SEEMAN, CONTROLLER, SPRINGS CHURCH, CANANDA

Orchid provide super quick turnaround. It's why I love working with them!

ANDY PICKUP, THE ACCOUNTING SYSTEM COMPANY LTD, SURBITON, SURREY, UK

Thanks for your prompt reply – you guys are so on top of things!!

MELIA GOERTZEN, CARON BUSINESS SOLUTIONS, BURNABY, BC, CANADA

Orchid are just a joy to work with. If everyone cared 10% as much as you do my world would be complete!

FERNANDO GROSSI, ALLFOUR TECHNOLOGY ENTERPRISES, ST ALBERT, AB, CANADA

In partnering with Orchid over the years, and I really do view it as a partnership, I have consistently received top-notch product support.

KEVIN GARTLY, SOLIDBIZ SOLUTIONS, EDMONTON, ALBERTA, CANADA

Still not quite satisfied?

These, amongst others, are worth a closer look

  • Document Management Link: Complements Notes by having relevant documents (e.g. POs, Invoices) readily on hand to speed up transaction processing and support customer interactions.
  • Bin Tracking: Accept customer orders with the confidence that you not only have stock on hand to fulfil the order, but will be able to accurately locate and pick, ensuring you can deliver within the promised timeframe.
  • Extender: Tailor Sage 300 to better support your customers. E.g. generate and email order confirmations or invoices at the click of a button, or even build an NPS tracking regime
  • Process Scheduler: Ensure critical tasks are run when required. Alert staff of exceptions, so they can take quick actions: e.g. a customer shipment was due to go out today, but has not yet been sent

Learn More

Satisfied Customer
Keep the Customer Satisfied
“Just trying to keep my customers satisfied” was an admirable goal back in 1970, but the world has moved on. We now need to create Raving Fans and Promoters if we are to survive and thrive in a more competitive marketplace. Here are some insights into what drives customer satisfaction, and where to start if you want to stand out from the pack.
 
Customer
Thoughts on Profitable Customer Centricity
Statements like “the customer must be at the centre of everything we do" have become mantras in modern management speak, even if many businesses don't practice what they preach. We should treat all our customers well, but that doesn't mean treating them all equally.
 
Notes - Overview

Robert Lavery gives a brief overview of Orchid's Notes add-on module for Sage 300. 
Attach context-sensitive notes to Sage 300 fields and/or screens.

00:00 Introduction & About Orchid
01:21 Key Feature & Benefits of Notes
03:08 Email SmartLink feature (requires Orchid User licence)
03:56 Compatibility & wrap-up
EFT Processing (AP/AR) - Overview

Robert Lavery gives a brief overview of Orchid's EFT Processing add-on module for Sage 300 (AP/AR).

00:00 Introduction & About Orchid
01:06 Key Features & Benefits of EFT Processing
06:47 Closing remarks & more info
RMA - Overview

Robert Lavery gives a brief overview of Orchid's Return Material Authorizations add-on module for Sage 300.

Track returns and repairs accurately. Improve efficiency and customer service using consistent, configurable workflows, all from within Sage 300.
US Digital Media
US Digital Media are a major player in the media duplication and storage industry, distributing thousands of products to users and resellers around the world. They and their customers benefit from increased efficiency of managing product returns by using Orchid's RMA.
Return Material Authorizations