Harbor Sales Success Story!

The Harbor Sales Company, a large distributor of supplies and machining services, which has been in business since 1931, had successfully generated double-digit annual growth for the last decade. But the company’s leadership wanted to grow even faster—tripling revenues in the next five years.

To achieve its growth goals, the company, which primarily caters to graphics, marine, government and industrial/construction companies, knew it would have to change the way it operates. In the past, 95% of its customers placed orders over the phone to Harbor’s dedicated customer service call center. Transferring those orders to the company’s eBusiness site was essential for the company to manage its projected growth. But in doing so, the company didn’t want to compromise its identity as a service organization with an almost manic focus on the customer.

They found their solution with Cordjia Technology Services’ Customer Experience Portal™

Harbor Sales selected Cordjia Technology Services to build and implement a new eBusiness site for the company that would deliver a superior customer-centric experience, mirroring as much as possible the great care shown by the company’s call center staff. The solution required automating business processes and work flows that were specific to the company, allowing them to continue to operate their proven business model cost effectively while providing seamless integration with their other stable legacy systems.

In February 2009, the customized Customer Experience Portal™ for Harbor Sales went live, and, after just five weeks in production, the Cordjia Technology Services solution is generating impressive results. Read more (downloadable .pdf of Harbor Sales Success Story)

Increased customer satisfaction and loyalty

• Number of orders per customer increased 9% on a month over month basis for the 30 day period post implementation – they declined an average of 4% over the previous 6 month over month periods
• The percentage of orders placed using the web-site (versus CSR) increased 60% post implementation
  

Increased revenues

• $ Sales per customer increased 13% on a month over month basis for the 30 day period post implementation – they declined an average of 6% over the previous 6 month over month periods
• $ Sales per Order increased 3.5% on a month over month basis for the 30 day period post implementation – they declined an average of 2% for the previous 6 month over month periods