NorSea Group is a privately-owned company founded in 1965 with approximately 500-600 employees globally. The company provides supply bases and integrated logistics solutions to the offshore industry.
NorSea was running on Infor M3 directly using Merit Portal (Merit Consulting); however, this legacy customer interface ERP system was outdated and not sufficient to run operations customer-facing for NorSea. NorSea wanted to build a customer portal that was easier for their customers to use and was of value to them and to show information that was only pertinent to them so that their customer service representative didn’t have to input all this data manually into M3. By using Magento, they were able to create any customer interface they sought fit that was digitized and automated.
NorSea went out into the market to search around for a new customer portal that would communicate bi-directionally with their Infor M3 ERP system that would meet their needs. They attended one of the Infor M3 user groups in Sweden and saw LeanSwift as one of the vendors present. They conducted research on LeanSwift and another competitor, and throughout numerous meetings with LeanSwift support staff, NorSea chose LeanSwift and started the customer interface project 1 year ago due to LeanSwift’s knowledge of Infor M3.
The project was supposed to take 3 months but ended up taking 6 months. NorSea has numerous customers globally and to have this project implemented successfully, NorSea grouped the customers in to 2 segment/phases: low value; high transactions (small profit-margins) and high value; high value transactions (bigger profit-margins).
The customer portal is being leveraged by the Magento ecommerce platform; however, by default, Magento does not offer a framework to book a service, but instead allows customers to purchase a product.
Phase 1 implementation is completed; however phase 2 implementation is underway for the higher-profit margin customers. Additionally, not all functionality is completed. Once that functionality is completed, phase 2 will go-live soon. The benefits generated thus far from phase 1 implementation are as followed:
- Reduction in direct calls to customer service centers
- Significant cost savings
- Increased efficiency
- Improved customer relations
- Increase transparency with customers