ISO-PLUS utilizes the Integrated Information System ERP, CRM & BI

Customer Profile

ISO-PLUS was established in 1986 to provide the Greek public food supplements with high nutritional value and bioavailability, combined with the best possible service and information to shoppers. In 1992 it started working again with the American company of food supplements Solgar, which makes up the core of its activities to date. In the same year it expanded its business to Northern Greece.In 1995 started the operation of the internal scientific support and consumers information department, and in 1999 the company to import and represent the products of British Ransom providing an even greater range of products for its consumers. Currently ISO-PLUS continues to grow in the Greek market, as it represents 4 companies, employs 55 people, works with 8,000 pharmacies and health food stores nationwide and has a scientific department and customer service department providing integrated services, information and support.

Business needs

ISO-PLUS in its ongoing effort to upgrade the services offered to both partners, and customers, while strengthening its human resources and products, chose to utilize new technologies and modern methods of recording and controlling of all processes by installing an Integrated Information System. The needs, problems and challenges faced by the company were too numerous to be solved using the previous systems, either because of the many independent and poorly interconnected applications (autonomous systems), or because of the limited functionality of some of them. Information which in combination with the lack of the automation and the processes a modern IIS can offer, made any request for central information or information to consumers an extremely difficult and time consuming task. The use of business intelligence (to the extent that it was available in computerized format) was very limited and certainly much below the requirements and objectives of the company’s management, as it was often received using low productivity obsolete tools.The semi-manual system of following up on telephone requests and orders required a radical overhaul, the customer relationship management interface needed to be interconnected to the ERP, the accounting systems needed automatic updates, automation of all existing procedures needed to be significantly enhanced, etc.At the same time, as regards obtaining and utilizing value business intelligence, the needs of the company grew continuously and required an immediate solution.

The Solution

The best solution had to combine features such as integration, operational completeness, connectivity, flexibility, scalability, reliability. And all these together with a reasonable cost of purchase and operation, the implementation of modern technologies, the possibility to make changes to or expand the system, etc. Furthermore, the system should be fully open, accompanied by a sophisticated business intelligent (BI) management system, a customer relationship management system (CRM), as well as a subsystem for connection with the modern IP PBX (CTI). The choice of the ERP IntegratedInformation System, together with BI, CRM and CTI (all fully interconnected into a single aesthetic and functional environment) rose immediately and exceptionally successfully to the challenge ,having succeeded to fully meet the objectives of the company’s management., a very open, modern and scalable system can be interfaced to serve all of the current and future needs of ISO-PLUS.

The benefits

The operation of the integrated and automated central information system already offers great results in the operation of ISO-PLUS. The processes have been automated and made easier, partner and customer service has already (since the first quarter) dramatically accelerated and business intelligence (ratios) are directly utilized for the assessment and making of business decisions towards achieving successfully the main objectives of the company, which is the growth of its network and the best possible service and information to the buying public that is constantly increasing. The operational problems of the past have now been resolved, both the management and managers know where, when and how to act in order to proceed safely and efficiently. The system, a real and irreplaceable tool for all users, ensures complete reliability and availability.