Leveraging multiple legacy systems in order to create a single integrated order processing system across the entire company.

Background

Handspring is a leading innovator in the handheld computing industry. It develops, manufactures and markets a family of expandable handheld computers for a broad range of markets and customers. The creators of the world- leading Palm Computing platform founded Handspring in 1998.

The Challenge

Prior to our involvement, the Handspring launch was so successful that within two weeks their order entry systems were unable to handle the volume of orders. Additionally, the call center was unable to enter orders directly into the system, resulting in lost and duplicate orders. Finally, order entry/ management, inventory and back-end fulfillment weren’t integrated, resulting in increased delivery time and inability to provide customers with order status.

The Solution

Cyberplex first stabilized and scaled the existing systems in less than two weeks and then developed an Automated Order Processing Engine (AOP) under extreme schedule pressure that:

• Manages the order lifecycle by acting as a bridge and workflow engine connecting to third party credit card processing systems and warehouse systems
• Provides detailed order logging/ tracking to customers, the call centre, and to partners
• Provides a common administration interface used by a third- party call centre for order entry, management and returns authorization processing