Solution
Create one web-based ordering application that can handle the unique ordering characteristics of the different market types as well as the large amount of data needed for each order.

We crafted a "wizard" based ordering application that could change its content based on the logged in user. The market and needs of each user is identified when the user is entered in the clients database. When the user logs in, the order application morphs to accommodate the needs of that user.

In addition the later pages changed their content based on the user’s answers in earlier pages. Example: If the user is ordering simpler product type in page 1, page 3 would not ask for specifications that would be required for a higher-end product.

The result was a faster, simpler ordering process that could be used by any market type as well as the in-house customer service representatives.

The product being ordered in this case was an information report. The completed reports were also available online as PDFs immediately upon completion so the clients did not need to wait for the reports to be shipped to them and they could download the finished report from our web site 24/7/365.

In one year the percentage of web orders went from 10% to 50% saving money that would otherwise be spent on customer service reps. Also, having one application instead of many saved maintenance costs.