The previous business model meant that Indoor Sport Services’ administration team had to undertake many manual tasks to add new customers and orders to their outdated accounts system. Also, in order to hire equipment, a customer would need to pay a deposit, submit a photo ID and address verification, set-up a Direct Debit agreement and sign a Hire Agreement document.
All these processes were done offline and the entry process alone (when all elements were submitted) could take up to two hours.
Customers would often send their identification and signed agreements in the post—this not only added additional time to the dispatch of the items, but it also meant further admin overhead.
Absolute had already developed the Again Faster website for Indoor Sport Services, which integrated with Exact–an online software solution that combines accounting and CRM. Indoor Sport Services were working to a strict deadline that would see all their internal processes move from the ‘manual system’ to Exact, so it was key the website was ready for this move.
Following a successful initial payment, the customer is transferred to the Magento ‘Account area’ that was heavily custom developed by Absolute to allow for applicant validation.
This allowed the user to progress through the process and return at any time. The new online process also included the submission of address and photo ID, which is either uploaded directly via the browser or taken using the device camera and stored in secure, off-site storage. In addition, the customer can set-up their own Direct Debit Mandate using GoCardless and finally sign an automatically generated hire agreement using DocuSign.
Once all steps are complete, the Indoor Sport Services administration team receive a notification and can check all submitted documentation and mark as approved to instigate the dispatch of the goods. This meansan administrative process that would take weeks has been reduced to just minutes.