Gold Rush [2012]

Q – Please can suffix code be displayed on product search?

A -This will be available soon.

Q – Please can the DSA be kept more up to date?

A - This situation will improve now the new DSA has launched.

Q – Please could the returns process be more ‘user friendly’?

A – This process is under constant review and the suggested improvements will be incorporated over time.

Q – Please can we have additional information on the GSA?

A – Due to it’s criticality to the business we only change the GSA when absolutely necessary. When we do make changes these are obviously stringently reviewed and rigorously tested prior to implementation, which introduces a significant overhead in effort. What we will do is keep these requests on file until such time as GSA changes are required then, where appropriate, look at including some of the requests made.

Q – Can we please have improved information/processes when items are out of stock (suggestions include advising date due in, backorder system etc.).

A – As we run at around 98% and higher stock availability overall this is not an area we have previously given priority to in terms of applying systems improvement. However, we do sometimes make changes in these areas so we will keep these requests on file and, where appropriate, include with future updates. We do not have any plans, however, to introduce a system for back orders as this does not fit easily with the current trading model and could potentially introduce more problems than it solves.

The second question was what new I.T. or technology could Kleeneze introduce that would help you grow your Kleeneze business and why would this be of benefit? 

Q – Could HQ make a generic web site available for all distributors (with an element of personalisation)?

A – An excellent idea. We are looking at how this could be provided.

Q – Could HQ make a system available to manage customer orders and retain their ordering history to assist in retail planning?

A – Another excellent idea. This would require a significant system change/investment. One for the future.

Q – Please could there be more communication via text?

A – Yes. We have implemented the necessary technology and are starting to do more with texting and text messages. The recent TV ad is an early example of this.

Q – Could more be made available via mobile technologies (e.g: a Kleeneze blackberry for e-mails, a mobile card payment solution, PDAs for capturing details on the doorstep)?

A – Currently under investigation. Watch this space.

Congratulations to Gold Distributor Steve Garton and Senior Distributor Jane Spencer-Cook who were picked randomly out of all the entrants to win Retail Kits:

Steve’s suggestions:

“Save the leavesafe instructions on GSA to avoid missed deliveries when distributors forget to add leave safe instructions on next order”

We can actually set up default leave safe instructions now. Anybody who wishes to take advantage of this can send an e-mail with the appropriate details to the Service Centre and they will action this on your behalf.

“Take the text response service we currently buy from third party providers in-house, this would ensure continuity of service.”

This is something we are looking to do in the not too distant future as we increase our usage of texting technology overall.

Jane’s suggestions:

“Send GSA in new format so we can see how each team member is doing and encourage them to reach targets, and keep things up to date on the DSA”

As previously noted the DSA situation should improve with the new site and we will keep the GSA suggestion on file.

“Could we have the ability to be able to print photos on day slips and an electronic method of entering customer details and records (PDA)”

Personalising dayslips with a photograph, although technically not difficult, would be an expensive operation to implement. The amount we would need to charge for a pack of personalised slips would undoubtedly make the item cost prohibitive to the majority of distributors, so we have no plans to do this currently.

As regards using a PDA to capture customer details; this is an area we are currently looking at, particularly the use of mobile devices. Again we say, watch this space.