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Result Snapshot
- Identified customer and order management processes across eight divisions and created a consolidated customer and order view for the organization as a whole.
- Prepared a migration path from disparate antiquated mainframe systems to a state-of-the-art three-tier client server architecture.
- Implemented and deployed three versions of the new system, called COMS - Customer Order Management System.
- A formal partnership between RSG and Houghton is exploring positioning COMS as an alternative to ERPs for the Publishing Industry.
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| Case Study: Houghton Mifflin Company - Customer Order Management
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Background
The need to provide customers doing business with the company's various divisions with a single contact point was the driving force behind the development and implementation of a Customer Order Management Initiative at Houghton-Mifflin.
Overview
A core corporation-wide business mandate guided the development of a comprehensive Customer and Order Management System with an ambitious objective: Allow Houghton Mifflin employees to manage information about customers and orders using one system across eight divisions by integrating sales, customer service, accounts receivable, and distribution logistics information.
RSG's experience with large-scale initiatives in the entertainment and publishing spaces made RSG an ideal choice for this company-wide implementation.
Quote
"By integrating sales information, customer service, and distribution, COMS allows us to track customer behavior, to understand customer buying patterns both within and across divisions, and is an integral part of the system we use to target marketing dollars at specific segments of the customer base. By letting us know our customers better, COMS has facilitated interdivisional cooperation, and made everyone in the company more professional in dealing with customers.
But, as significant as COMS' role is today, it will be even greater as we fully exploit digitalization and electronic distribution. COMS will grow to be a vital component of electronic distribution."
Nader F. Darehshori
Chairman, President, and Chief Executive Officer
Houghton Mifflin Company
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