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| Client Profile: Roses and Blooms |
| Info>Client Profiles |
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Mr. Jan Ooms
Roses and Blooms
New York, NY |
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Almost a Post-9/11 Casualty
There is probably no tougher retail market than Downtown Manhattan, post-9/11, a few blocks from Ground Zero.
With business down over 50% and businesses closing up all around him in record numbers Jan Ooms, owner of the successful Roses and Blooms Shop on Lexington Avenue had to figure out how to survive and prosper under extremely difficult circumstances. With a long successful history in the flower industry at many levels Jan was no newcomer to the business. But the devastating effects of the terrorist attacks on New York were not something even he could prepare for. So it was time for rapid action.
Information Handling the Top Priority
One of the first things Jan did was focus on how he handled his client and business information. He had been using a Point of Sale system that he had had custom designed for his business. It had served him well but there were a number of limitations that were preventing him from really moving his business forward. He contacted Arman Patel, Senior Business Consultant, at Retail Florist Systems and asked him for his assistance in exploring options for the next step. Jan's plan was to improve the running of his shop and integrate the Web and more marketing activities into his business plan.
Planning the Key
After an initial business analysis Mr. Patel recommended a package of Business Consulting Services and Shop Management Technology to facilitate a Process-Driven operation that would eventually integrate the Web and online ordering with his Order Processing system.
Before implementing the new technology in Jan's business the team at Retail Florist Systems made sure they understood the business at Roses and Blooms. A thorough Business Review was conducted and documented. This is a very important step and a key deliverable in implementing a Process-Driven System for a client. Both client and consultant were able to identify a number of issues that needed to be resolved before they could actually making the change from the old system.
Without a Process-Based approach these issues would have created turmoil during implementation and may have resulted in the recommended solution not working as expected. In fact when software implementations in floral businesses are unsuccessful this is the #1 reason. Expectations are not properly defined, managed or fulfilled.
In Jan's case all issues were clearly identified ahead of time, resolved with the client's involvement and workarounds were developed before systems were implemented.
A Process-Based Solution
What resulted from the work we did with Jan and his staff at Roses and Blooms was a concise, finely tuned set of policies and procedures, checklists, and management reports that enabled the business to be tightly managed on a daily basis. With the severe economic conditions in post-9/11 Manhattan only a short distance away from Ground Zero there was little margin for error. We made sure that we gave Jan visibility into his key business indicators on a real-time basis so that he could navigate successfully through the dramatic downturn in revenue.
He now monitors what his customers are buying, and not buying, on a daily basis which helps him to purchase very effectively. He is able to maintain a tight handle on his cost of goods and focus on products that generate the greatest profit.
The Benefits Today
Today Roses and Blooms is enjoying renewed fortunes despite the continued unfavourable economic climate in New York City. Jan can now truly say, that"even in tough times we can turn on a dime."
There are now systems in place in the shop to manage the various facets of his operation. So business management and cost containment are under control. On the revenue development front we have identified his online marketing strategy as the engine for signficant future growth. Many of his shop's clients are online and want the ability to order from them online.
The Website Development Team at Retail Florist Systems has created a very professional, ecommerce-enabled website to service his online customers at www.rosesandblooms.com. It is tightly integrated with his Visual Ticket Order Processing System so that he can take orders 24x7 without adding extra sales staff.
So in the midst of unusually harsh circumstances Jan Ooms and Roses and Blooms have found that developing a Process-Based Business Management System and an effective online marketing strategy are the keys to survival and prosperity. |
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