Meeting Notes 15/11/2023

As we continue with these meetings, we will start doing a focus on each depot each month, looking at different tips and tricks you have been using to assist in getting people online, and also keeping them online, as retention is the hardest part. This month, we have seen Merseyside have an increase in online activity of over 5% which Davina has shared some of her tips and tricks, available to see in the presentation notes.

As a side note, there have been some delays in getting web support emails answered since lunchtime, but these will be responded to in the morning as a priority.

In the last meeting, we advised all depots to set up their own account to be able to view and access the new site and have a play around as this has been requested multiple times to help assist with getting your customers online, however there are still a number of depots who have not yet done this, so can we have a look at last months meeting notes and presentation via the OC1 resource site in order to get this set up.

Current Bugs and Issues -
Credit stops: We still have the developers working on this as highest priority however there are certain issues which have been raised so this is taking slightly longer than anticipated.

Wine Promotions: Due to the unique way we run promotions, there is some conflict within these promos, as the contracted prices are conflicting with the RSP, so hopefully by January, this will be resolved as we are paying for additional development in order to resolve this.

Off Schedule order emails: These should be working again soon however they are being tested and should be up and running again soon, within coming days.

Extras-

Quick order pads – for getting people online, this is a quick and easy tool to show your customers. You can upload a CSV into this, or type in product codes and a quantity, then add to basket. It is super quick and easy and cuts down on errors or OOS issues

QUESTION – Can we have a video for the quick order pad function to send to ASM etc

We will upload this into the Getting Started guide.

Special Price Promotions – Because they are on a new code, they appear as not in stock as they are essentially free stock codes and showing as minus stock. To fix this, add these product codes into core product range and allow 15 minutes for the Trinity updates and then refresh, should then show as available. We will add a guide for this.

QUESTION – Can this be done with the brochure each time

Unfortunately, this has to be done at depot level, we are not able to do this on your behalf

Raising with web support – ensure that everything is included, such as acc number, email address and what the exact issues are etc. Cuts down the time for a response and improves response time for a customer.

Internet account box – must be ticked every time, delays getting your customers online by 24 – 72 hours.

Double Emails are happening again – email servers are super secure, so if the website doesn’t get a response from our email server to say it has had a response within 5 seconds, it tries again, then both come through – we are trying to increase that time a response is required before sending again.

Invoices – Customers still saying they cannot access their invoices... We only show 3 months’ worth, so anything beyond that time, contact depot. If we can have some examples, we can investigate further.

Unable to get online as mobile-only venues – We are looking into different options available to make this more mobile-friendly, we are aware of the issue and unfortunately don’t have a date yet

Promotions – push back for online ordering due to the promos not being up to date. If it is one for one situation... such as buy free get 1 for free, it should add automatically, if it is buy a set amount from a select range, then select a bottle from another range – could be that they aren’t selecting it, could be that the promo isn’t working properly, so send any examples so we can investigate.

To be comfortable promoting online, promos need to be working. If customers don’t use the account within 3 months, it gets disabled – this is a trinity thing – we are working on the credit stop issue, which will hopefully resolve this issue.

One thing we are trying to push is contacting web support directly – don’t wait until the end of the month until we have these meetings. Raise each time something is raised directly with web support ASAP as we may be able to fix this straight away

Jotforms – delivery points only go up to 15, any more than 15 just email web support and we will update accordingly.