News

Source: IBM Wholesale Distribution Online, March 20, 2002

Web Site Focuses on Customer Service

YARDLEY, PA, March 20, 2002 -Empire Machinery has long been know for its progressive approach to technology, so when its customers started asking for a customer service-oriented Web site, the company was quick to respond. Empire, along with technology partner Prophet 21, designed, implemented, and went live with a Prophet 21 B2B Seller Web site, www.empiremachinery.com, in 31 days.

Rapid Implementation

"Empire Machinery wanted a rapid implementation of a B2B Seller site, and we were happy to oblige," says Chuck Boyle, president and CEO of Prophet 21. "Empire's management team and Prophet 21's e-business consultants worked closely to make sure everything ran smoothly and the site met everyone's expectations."

Hank Turner, Jr., president and CEO of Empire Machinery, adds, "The entire process ran quite smoothly. We are very excited about what this new offering will mean to our customers."

Improving Customer Relationships

Empire prides itself on maintaining close working relationships with its major accounts, and Turner knows the new Web site will help facilitate those relationships. "We work continuously with our customers," says Turner. "We pay attention to detail and are very service oriented. We maintain a large inventory and large outside and inside sales force. If someone calls us at 11 p.m. at night and needs something, we will get it to him. "Our goal with the B2B Seller site is help those accounts that don't take a lot of personal attention - such as ones who frequently order the same items or have general questions - and free up our inside sales people to focus to the customers who do need that personal attention," added Turner.

About Trading Partner Connect and B2B Seller

Trading Partner Connect, Prophet 21's Internet trading network, streamlines the commerce process between distributors, their manufacturers/suppliers, and customers, thereby increasing sales and improving customer service while reducing operating costs.

As service of Prophet 21 Trading Partner Connect, an Internet trading network, B2B Seller provides distributors with fully hosted and integrated Web-based storefront solutions that service their existing and prospective customers, 24 hours a day, seven days a week.

Benefits of B2B Seller include:

• Complete Backend Integration - eliminates the need to retype any information, B2B Seller completely integrates with both Prophet 21 CommerceCenter and Prophet 21 Acclaim enterprise solutions.
• Order Entry - reduces costs by moving the burden of order entry from your inside sales person to the customer.
• Item Searching Capabilities - allows customers to easily search for the items by item code, description, customer part number, supplier/manufacturer, or category.
• Image Support - increases customer service and sales by showing customers visual graphics or technical diagrams of products, thereby reducing time and costs to locate and expedite this information to customers.
• Promotional Items - encourages the sale of promotional items by displaying them during searches for similar or comparable items.
• My Account Page - allows customers to view service information through their own account page at any time, reducing the cost to service each customer and offering greater customer service. Customers can view open orders, invoices, quotes, accounts receivables, and sales history including non-stock items.

More than 125 distributors are currently benefiting from Trading Partner Connect and B2B Seller.

About Empire Machinery

Empire Machinery & Supply Corporation was founded in 1914 on the waterfront in downtown Norfolk, VA. Originally supplying products to the local industries, lumber & paper mills as well as the shipbuilding and ship repair business, the company now also serves large mechanical contractors, various government services and various types of manufacturing facilities. Empire is a small independent business, locally owned and operated by the McNeal family.

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