Picard Serrures provides feedback on MyPricer and dematerialized ordering

The objective: to offer them a 100% turnkey Web encryption solution for their quotes, and to simplify the placing and processing of orders.

Implementation, support, benefits: meeting with Julien MALIAR, Network Coordinator, PICARD approved installers in France, Belgium and Switzerland.

Julien, it's been a little less than a year since Picard Serrures deployed MyPricer and EDI to its customers. How were these projects born?

This decision is linked to the strong evolution of door orders. Ten years ago, we received around fifty door orders per month for France. Today, in June 10 alone, we have recorded 2020 door orders! We had to find a solution that would simplify ordering for our customers, while allowing us to optimize the processing of these orders internally. Before MyPricer and EDI, our customers sent us their door orders by fax or e-mail. Internally, manual processing was necessary to register the order commercially, record and validate the technical data of the tailor-made door with the customer and finally receive the order confirmation signed by the customer. All these exchanges delayed the start of production by several days. We and our clients could waste a week! With MyPricer, our goal was to speed up this process and simplify this methodology to avoid an internal bottleneck.

Why did you choose MyPricer and EDI?

Régis DIDIA, Door Product Manager at Picard Serrures, was already working with ProDevis for our Carpenter clients. He therefore proposed ELCIA and its MyPricer solution. The presentation of the encryption solution convinced us. Simple, practical, which can be used anywhere: it was really the solution adapted to our target customers!

Precisely, you have decided to deploy MyPricer only to some of your customers ...

You should know that we have three main types of customers: our network of PICARD Approved Installers (IAP), Carpenters and finally locksmiths. The Carpenters already mainly use ProDevis for their costing. MyPricer is intended for all our customers, but mainly for our Picard Approved Installers (IAP) network. They have their own store under the Picard Serrures brand, our locks and products are presented in their showroom, and certain Picard Serrures products are reserved for them. As IAP Network Manager, my role is to make sure that their stores are functioning well, to help them move forward while training them. Equipping them with MyPricer is part of this logic.

Then came the time to set up MyPricer. How did you do it?

First, there was a lot of work on the part of our salespeople. Even today, many of our customers order from us by fax. It was therefore necessary to educate them, make them understand that MyPricer is a practical tool that allows them to save time, to make their quotes directly on their phone, to be responsive. There was then a second phase with ELCIA Customer Success Service. In November 2019, we organized a tour de France, with three gatherings in Marseille, Bordeaux and Lyon, in the premises of ELCIA. Marie-Anne FOSSIER, Customer Success Manager at ELCIA, was present to present MyPricer and give live demonstrations. A real plus!

In addition to these physical meetings, you have also set up remote support for your customers ...

Yes, and the confinement period was also conducive for that! We took the opportunity to speed up distance training, in particular by organizing webinars. No need to move, we could take control of their PC remotely and explain it clearly to them. Together, we created their account on MyPricer and simulated their first order for doors. The idea was to show them concretely the simplicity of use of MyPricer. Some of our clients encrypt complex doors. They couldn't figure out how to order. But once the training was done, they recognized that it was very simple and practical. It is very important to take these few minutes with our customers, because in the end, it saves them precious time.

Have you encountered brakes on the side of your customers?

Some of our clients do not have a good command of the IT tool. Our installers are technically excellent professionals who master their profession to perfection. But, conversely, who are also able to make quotes and invoices by hand. But today, when a private customer buys a door, they want everything to be professional. He won't necessarily trust someone who sends him a handwritten quote on a piece of paper. A precise, well-organized, detailed quote will be more seller! In addition, it makes it possible to recall point by point all the characteristics of the product, the important concepts, the colors ... and thus to avoid the omissions. To compensate for this lack of computer knowledge, personalized training was necessary. In addition, we also sent them a training book. A small bible in which they can find the answers to their needs.

What are the benefits of MyPricer for your customers?

Ease of encryption. With MyPricer, they can quote from anywhere, without having to go back to their office or call their secretary. They can easily duplicate their quotes, personalize their documents with their logos or certifications. MyPricer is really a useful and practical tool for them, necessary for their development. The 100% Web side of the solution too! They have a solution accessible via a URL, with no installation required. This is a significant advantage for our customers, who are not all computerized: even with 3G or shared data, they can easily use their solution and encrypt from their phone or tablet. Finally, the simplification of their orders. They no longer need to go check their order in their e-mails, print it, stamp it and send us the validation form for production. With MyPricer and the IDE, they have nothing more to do, it's a big saving of time and simplicity!

And on the side of your internal teams?

EDI allows us to avoid the manual re-entry of our customers' orders. We have gained in convenience and responsiveness in processing our customers' orders. Once a customer has placed their order with us, it goes into production in less than 24 hours. It is precious time that is saved at the manufacturing level, and therefore for our customers.

If I had to sum up MyPricer and EDI in a few words?

It really is the simplicity of the tool for our customers! With MyPricer and EDI, they only need five minutes to order. Another important point: they will have direct access to all the important information. For example, many of our customers call our technical office to find out about the loss of passage when they order a door for renovation. With MyPricer, they directly fill in the dimensions and instantly obtain their report, notably with this notion of passage. It might not seem like much, but it is very valuable and useful information for our locksmiths. Even if it is 18 p.m. on a Saturday, our design office is closed, and their sales representative cannot be reached, the customer immediately has his information on MyPricer. He does not have to wait and can respond directly to his private client or make a decision on his site. This responsiveness is very important!

Now that the implementation and takeover of your customers is launched, what are your goals?

At the start of 2020, 19% of our door orders were placed via MyPricer. Since we decided to speed up the switch from command to MyPricer, we have gone to 36%. It's a great development! We must continue to promote the solution to our customers, by continuing training, especially on the IAP network. The goal is to have at least 1 in 2 doors ordered via MyPricer by the end of 2020, and 3 out of 4 doors by 2021.