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Sonic Innovations hears the difference with customised Retail and Call Centre systems from ABT (Applied Business Technology).

Announcement posted by ABT Group 19 Apr 2013

Linking to Sonic's Pronto Xi ERP system, ABT implemented a Customised Retail System to streamline processes and provide cost savings.

With more than 700 employees worldwide and operations in thirty countries, supplying and developing hearing devices has become very big business for Sonic Innovations.

Sonic is widely known for having developed patented digital signal processing (DSP) technologies and embedding them in the smallest single chip DSP platform ever installed in a hearing aid.

However their IT problems weren't so small.

"There were a number of problems with our old business processes," said Sonic Innovations IT Project Manager, George D'Onofrio,

Sonic's retail branches were using a stand alone local database called 'Hear-Aid' located on their desktop PCs that had no integration with Sonic's Pronto Xi ERP system running Inventory, Manufacturing, Financials and Distribution modules.

"At the end of the day branches had to upload a batch file with all sales from a ledger POV and it would then be loaded into Pronto Xi - the whole operation was very cumbersome," said D'Onofrio,

"Quite simply it was clear to us we needed to engage ABT to develop a 'hearing retail system'. One that would bolt on to Pronto Xi and seamlessly integrate with all of the backend inventory system, financial system, debtors system, etc," added D'Onofrio.

ABT is the leading Pronto Xi software distributor in Australia, and one of a handful of companies authorised to write customised functionality for Pronto Xi modules.

ABT's customised module development has been so successful Pronto Software now offers ABT modules to their clients.

For Sonic, ABT developed a customised 'Hearing Retail System' module that seamlessly integrates with Sonic's Pronto Xi ERP systems inventory, manufacturing, accounting, purchasing and sales order entry modules.

With the new 'HRS' now successfully implemented, branch employees are now able to view and enter all customer data from a single screen.

There is now full visibility from branch and head office across branch inventory, stock, replenishment stock, and service calls.

In addition, sales invoices, cash management and e-claims are now performed centrally and reconciled directly into Pronto Xi, eliminating cumbersome manual processes, allowing branches more time to focus on the customer and other core retail functions.

Overall the new system not only means more profitable operation for Sonic but also delivers on their promise of excellent customer service.

As a further part of their growth strategy and to support Sonic's network of 48 retail branches across Australia, Sonic recently set up their own Customer Call Centre staffed by 20 agents.

ABT implemented the integration of Call Centre customer information into Pronto Xi to track any telemarketing sales campaigns.

"Previously there was a real break-down in communication between Telemarketing and Branch staff, as CSOs (customer service operators) were unable to identify the campaign that prompted clients to call the branches. Now they can easily access the information when required which assists them in providing the best customer service. This is particularly important given the age demographic of our clients, as they tend to 'forget' what was said in the letters we send to them," said D'Onofrio.

D'Onofrio said he has no hesitation recommending ABT, and was very positive regarding his experiences. "The team at ABT have always been very responsive - we couldn't be happier with the service we've received both during the implementation and after," he added.

"We have a great relationship with ABT. I can talk about business strategy directly to Andrew Kunce, Technical Director, at ABT, and we can talk directly to the developers at ABT concerning any additions to the system we want included."

As for the reception to the new ABT built modules from Sonic's branch staff D'Onofrio said, "We've received nothing but positive feedback."

That's the sort of news you want to hear.

ABT is one of Australia's leading POS (point of sale) software providers with an extensive client list particularly in the key verticals of telecommunications and distribution. This client list includes more than one thousand Australian ABT POS users amongst Optus World, Virgin Mobile, Telechoice, and Allphones in the communications industry. 
ABT also works with major distributors including the world leading electrical wholesaler Rexel.

ABT is the leading Pronto Xi software distributor in Australia.

For more information, please contact:
Paul Goldsmith
tinderbox marketing
M: 0404 871 220
E: paul@tinderbox.net.au

About Sonic Innovations
Sonic is recognised as a world leader in the technical development and supply of hearing devices and hearing diagnostic equipment. They are widely known for having developed patented digital signal processing (DSP) technologies and embedding them in the smallest single chip DSP platform ever installed in a hearing aid.

Visit: www.sonici.com.au/

About ABT
ABT Computer Group, (www.abtgroup.com.au) with over 20 years of operations, are leaders in the delivery of professional IT services 
Our Applied Business Technology operation provides the full implementation of middle-market Business Software Applications with such quality applications as Pronto Software and COGNOS-10 Business Intelligence systems.
Our ABT Online (www.abtonline.com.au) operation delivers low-capital cost, fully managed, 
"Cloud-based" IT solutions.
Our ABT Security Systems (www.abtsecuritysystems.com.au) operation augments the synergy between Security and IT with fully-managed security and electronic surveillance systems.