Ken Seidman

Project conducted for a major distributor of heavy-duty truck parts based in the

Philadelphia/South Jersey area.

Forms Development:

Methodology:

Forms
Pendragon Forms was utilized to design a set of call report forms that could be completed in the field quickly but at the same time ensure collection of all pertinent customer data.  A parent form was designed to record basic customer data while information for each call is placed in a linked sub-form.  This structure permits sales reps to lookup calls in their Palm database by either customer or date.  (Initial customer listings were uploaded to each Palm from the company's main business system.) 

Network
Using the network linked workstations available at each branch location, sales reps download new call reports on a weekly basis to a centralized database at company headquarters.  HotSync data transfers, utilizing TCP/IP, are directed over a T1 connection to a Windows NT Terminal Server at headquarters which in turn directs the data to the actual database that resides on a Windows NT server (also located at headquarters). 
The benefits of incorporating a Terminal Server were two-fold: (1) direct interface with the network Windows NT server was minimized, thereby reducing utilization of network resources; and (2) remote access of the central database over the T1 was accelerated given that T1 bandwidth in this case was limited.

Database
The central database was designed using Microsoft Access.  In addition to handling a large volume of downloaded call reports, the database had to be simple to use and easily accessible.  Moreover, the number of potential users (sales reps, branch managers, etc.) required a degree of security to ensure ongoing integrity of data.

The database involved considerable customization, including a significant amount of Visual Basic programming. 

Key features include:

• Easy on-screen lookup of customer call data.

• Sales reps can easily print out their own weekly call report summaries utilizing dialogue boxes that guide the user through the required steps depending on which type of report is requested.

• Password protected management reports (onscreen or printout) summarize the date of each sales rep's last HotSync, the total number of calls by sales rep for any period of time, and the time each sales rep began or ended a particular day or series of days.

Before Pendragon Forms:

The sales force had been submitting all individual call reports in hand written form. The amount of data collected each week was too immense to be effectively reviewed while the hand written forms were, for the most part, illegible.

Benefits:

The new data collection system has enabled management to build the appropriate sales call database while incorporating a new level of analysis with respect to sales force performance.  In addition, each sales rep has acquired a new tool with which to record sales calls quickly and easily while enjoying the benefits of a portable, handheld customer database.