NanaMacs Takes the Trouble Out of Trouble Tickets
NanaMacs is a rapidly growing company that provides unique, fashionable clothing with a modern vintage fell. NanaMacs is small enough to stay ahead of the ever-changing curve of fashion yet big enough to provide high quality, well-priced apparel to women of all sizes.
Trouble with Trouble Tickets
One of the biggest pain points NanaMacs and Codence discovered during our first conversations was that the team was drowning in spreadsheets. They had spreadsheets for products, for customers, for orders, and for problems – none of which talked to each other or shared data. NanaMacs lacked a central, efficient means to store information across their operation.
This was especially challenging when a customer problem occurred – their customer service depended on being able to efficiently address an issue and pull information from a variety of sources. In addition to helping with trouble tickets, Codence discovered that the journey an inventory item takes from warehouse to online has at least seventy different discrete steps – and in the growing business, was completed on paper. Codence, with years of experience building custom FileMaker applications, was happy to help.
Organization with FileMaker
Codence’s first priority was to design and provide an intuitive app based on NanaMacs employee workflow. Given that their team worked quickly in a warehouse, they opted for a mobile solution built for iPads. The team created a database schema that would eliminate redundancy and align all of their inventory information. Lastly, Codence created issue-specific mechanisms that smoothed the workflow around differing product types: the app can manage jeans just as easily as a pair of shoes. NanaMacs gained the ability to include multiple pictures in each trouble ticket, allowing staff to provide critical customer support quickly and efficiently.
In order to help NanaMacs address its complex inventory process, Codence created an automated checklist to manage bringing a new product from initial purchase to the website. For each step in the process, the app tracks who completed a given step, and when.
This gives the team at NanaMacs perfect visibility into their workflow and a solid grasp on quality control. NanaMacs staff will see a dynamic progress bar that provides visual cues for the status of any product in the warehouse.
Peace in Going Paperless
Together, NanaMacs and Codence created a trouble ticket system that enhanced how NanaMacs treats returns, exchanges, and tracks new inventory. This new solution has been fondly christened “NanaTrac” and will help NanaMacs on its way to paperless success.
Embracing a WorkPlace Innovation Platform has helped NanaMacs gain a competitive edge and drive entirely new levels of efficiency, quality control, and visibility into their organization.