WEBCRAFT NEWS CENTRE

About the client
SNG Barratt is the largest, independent specialist supplier of classic Jaguar spares in the world, with branches in France, Holland, USA and the home of the powerful Jaguar brand, the UK.

During 30 years of successful business SNG Barratt has always put quality products, exceptional service and value for money at the top of its business agenda its dedication to on-going investment is testament to this, and one of the reasons that it turned to Webcraft for development of cutting-edge online business solutions to help take the company forward.

The task
Webcraft was tasked with helping SNG Barratt develop online solutions for interacting with its customers more effectively and efficiently - a wide remit but one with significant business implications.

Specifically SNG Barratt wanted to replace the paper-based 'PDF' catalogue that they had been using in the past with an online version, and then be able to distribute this with ease to all of its clients. There was also a need to investigate how the Internet would be able to help the company improve its internal quotation system, making it more efficient.

"We identified that in order to continue to offer all of our customers across the world the best quality of service, we had to evaluate how we interacted with them online," comments Julian Barratt of SNG Barratt." It was clear that an online version of our catalogue was needed, and a more comprehensive and efficient way of dealing with customers' purchase requirements."

The process and solution
Webcraft approached SNG Barratt's needs the same way it approaches all its clients' needs - by bringing insightful industry knowledge mixed with honest enthusiasm for delivering the right solution in a creative and innovative way.

"It's never just about delivering the final solution and finishing the project," comments Keith Gauci, Managing Director of Webcraft. "It's about having the processes in place that will serve the client well not just for now or in a year's time, but will help 'future proof' the business' online presence for the foreseeable future. We look to provide long-term solutions for all our customers, not just quick fixes for here and now."

The first phase of the project saw Webcraft develop and deliver a data-driven website for SNG Barratt. The website's architecture now provides a much more efficient and customer-friendly approach to searching the products on offer. Customers no longer need to download a PDF file and hunt through the lists of products: instead they can now simply log on to the site, and search for all the products in stock related to any of Jaguar's cars.

Webcraft':s innovative back office function 'WorkSpace' has been employed to allow SNG Barratt total ease of managing their online catalogue. As new products become available, they are simply uploaded to the data-driven back office, classified as to what type of part it is, and then are seen online instantly by all customers. The website also collects and displays statistics of the fastest-selling and most popular products. This information could not be obtained and offered to customers in any way other than through the website.

The website also allows car enthusiasts from around the world to publish their own events, as these are popular with Jaguar clubs, and adds that all important value to the site.

"Our customers feel comfortable with WorkSpace because it's simple to use, yet an incredibly powerful tool," confesses Keith Gauci. "Employees are able to navigate around WorkSpace with ease, but in terms of the benefits it brings to the online business processes, it's immense. Thanks to the system':s functionality, customers visiting SNG Barratt’s website can now not only browse the catalogue of parts online, but they can add products to their shopping carts, and place their orders online, instantly."

But Webcraft's involvement doesn't just stop there. The WorkSpace back office now allows for staff at SNG Barratt to handle and process the orders received with greater efficiency, because of its flexible nature it allows for different back office applications to be added when needed to help businesses develop and evolve their online presence.

Now WorkSpace allows for SNG Barratt customer enquiries to be handled with greater speed and importantly, it allows for the business to dramatically shorten the quotation process for customers - delivering on their promise of providing a quality service.

Communicating with customers is easier with Webcraft WorkSpace CRM solution, which enables SNG to track and respond to individual customers and their enquiries. The CRM system collects and manages case history and customer intelligence, helping to increase efficiency of the organisation's customer service.

Moving forward
The Internet doesn't stand still and neither should a company's ability to exploit all of the opportunities that online business brings. Webcraft is still helping SNG Barratt deliver exceptional service through the Internet, specifically with an international angle.

The US market has been specifically targeted through an improved website, whilst WorkSpace's back office applications have been further developed and extended to allow the company to centralise all of their web-based operations - helping to further improve efficiency.

"We have aimed to make SNG Barratt's website a vital sales and marketing channel for the company, and we think we have far exceeded their expectations," says Keith Gauci. "The beauty with Webcraft and WorkSpace is that when the online business needs of the company grow and adapt, then WorkSpace will be able to grow and adapt with the company. It will always be there as a flexible and powerful tool in which to engage with, and deliver to customers."