Order Entry System Reduces Shipping Errors

The old system, according to Bruce Mills, vice president of operations and marketing at the Boston-based multichannel coffee cake merchant, caused errors that affected about 25 percent of all of My Grandma’s orders.

Adding to Mills’ frustration, his previous OES vendor was unresponsive to repeated technical support requests to resolve the problems. While he had researched how difficult it would be to force the vendor to fulfill the customer and technical support portions of its contract, he ultimately decided that bailing out and finding a new vendor would be less costly and more productive for the business.