Linkage Technologies, a trusted partner in high-mix printed circuit board (PCB) programs with over 25 years of experience, specializes in supporting customers who lack robust PCB sourcing teams. As the business expanded, inefficiencies in their order management system—reliant on email communication and outdated processes—led to errors, delays, and frustration for both customers and internal teams, ultimately affecting productivity and customer retention. Built on principles of integrity and transparency, Linkage Technologies strives to provide a seamless sourcing experience despite these challenges.
When we began researching and talking to key stakeholders, it became clear that the company's order management system was not scaling with its growth. The legacy email-based process was creating several pain points:Data Loss: Critical communications and order details were often lost in a sea of emails, leading to confusion and errors.Inefficient Coordination: Managing multiple orders via email became cumbersome, resulting in delays and mistakes in processing orders.Communication and Scalability Challenges: Excessive back-and-forth and reliance on email caused delays and inefficiencies. As the company grew, this approach couldn't scale, risking customer satisfaction and reputation.
From these findings, we defined our project goals:
Automate Repetitive Tasks: Streamline workflows to reduce manual work and human errors.
Improve Communication: Establish clear, transparent communication between internal teams and clients.
Build a Scalable Solution: Create a solution that could grow with the business, without sacrificing speed or quality.
Initial customer journey Vs New customer journey
We developed multiple task flows as part of the process to ensure a seamless user experience. From navigating the dashboard to managing RFQs, addressing Engineering Questions (EQ), and tracking orders, each flow was designed to optimise efficiency and reduce friction for the team.
Step 1: Request for Quotes (RFQ)
We designed an easy-to-use RFQ Tab where sales reps could log incoming requests. Each entry was listed in a table format, making it simple to review and respond to requests. Automated email templates were also created to generate and send quotes quickly.
Outcome: Streamlined data entry, faster response times, and fewer errors in quoting.
After the customer approves the quote, the status is marked as 'Won,' and an automated email notifies them. The order then moves to the Engineering Questions (EQ) phase for resolving technical or sourcing queries.
Here is the RFQ popup. Sales reps can add multiple 'Part Types' to accommodate complex orders. A PDF is automatically generated and sent directly to the customer via email, ensuring a smooth and efficient quoting process without any manual intervention.
Step 2: Engineering Questions (EQ)
Once a quote was agreed upon, the order would move to the EQ Tab, where the team could raise any engineering-related questions. The system allowed internal teams to submit questions, which triggered automated email notifications to customers for clarification.
Outcome: Efficient query management with real-time updates and clear communication, reducing delays.
Sales reps can easily filter through Active EQs and Closed EQs for improved efficiency. The Closed EQs also serve as a data repository, allowing teams to backtrace and retrieve past queries when needed.
Step 3: Order Progress Tracking
Orders were tracked throughout their lifecycle. As the status of an order changed (e.g., from ‘work in progress’ to ‘track order’), automated emails were sent to customers with updates, including tracking information.
Outcome: Clear visibility for both the customer and the internal team, reducing confusion and enhancing the customer experience.
Dashboard: A central hub providing a quick overview of key metrics, recent orders, and RFQs. This allowed internal teams to stay on top of orders in real-time.
Order Tracking: A system for updating and tracking order progress with automated notifications sent to both customers and internal teams.
