Hello Mr. Bohuslav, first of all I would ask you to briefly describe what the company Dotykačka is and how long it has been on the market?
Dotykačka is currently the market leader on the Czech market of POS systems. It operates in three markets – the Czech Republic, Poland and Slovakia, with plans to expand to other markets. As part of the POS system, we also offer payment services, which as a whole we consider to be one comprehensive solution for our customers. We have been on the market since 2015.
How long have you been a customer of One Click Business Solutions and what were the main reasons you became one?
We have been a customer of yours since the company was founded in 2015 and there were several reasons for that.
Your solution made sense for us because we needed a suitable CRM that was customizable. This is where we saw the main benefit of 1CLICK being flexible enough to be able to implement our agenda and our processes.
And one of the reasons was that we were able to implement everything on our own and build up the know-how.
When we were choosing, we were looking for an easy-to-use CRM system that included the basic DMS stuff. That means a reasonable document management system, and to have a workflow. And for us, the main added value was that the workflow in 1CLICK is easily customizable and we are able to project our processes there very easily.
How do you use 1CLICK?
When I look at it, 1CLICK is the core of our company systems. For us, 1CLICK is actually the source of truth in the company. We have information there about the services we provide to our customers, what level of service those customers have, how often we should invoice them, how much we should invoice them, and of course we keep business cases there.
Although we have implemented our own sales system for merchants, within which commissions are calculated and there is additional information about the business case. But of course, the information is projected back into 1CLICK, so we can monitor it at any time. In the moment when the customer is more complex and more complex and it is a delivery of say twenty, fifty cash registers and it is a customer who has requirements for some special integration of his and our system, we keep these larger clients in 1CLICK from the very beginning and we monitor the status of the business case here.
That’s the beauty of it. For us, however, 1CLICK has one more important feature, and that is openness in integrations. We have it integrated with many other systems, from accounting to partners’ logistics systems.
Then there is the need for customer care. We have our own ticketing system, but the outputs and information fall back to 1CLICK.
So we try to use the 1CLICK system so that we have all the information about the customer’s history and business cases. Yeah, and actually, there’s another level. And that’s regular billing. We issue thousands of invoices per month to our customers.
This information must of course be fed back into 1CLICK. The dates on which the invoices are issued are again from 1CLICK. We do all this to have a full history for support or business cases.
After all these years of using our system, how do you evaluate what you have gained from using it?
For us, the choice, and the reason we chose 1CLICK, was to achieve the highest level of automation within the processes. This means that within the business process, for example, when a customer orders our checkout to when we deliver it to them, so that it can work without human intervention.
It was also because we had some sales expectations that were quite high. We were expecting to handle say hundreds, maybe higher hundreds of customers a week. And we needed to make sure there wasn’t too much manpower involved. The main benefit we saw from the beginning was that we would be able to automate the processes.
This means that no rewriting will be needed. The order is automatically dropped into logistics, then an invoice is issued, then it is entered into accounting. This is then followed by tracking the delivery status information and getting it back to us. Thanks to 1CLICK, we actually only saw and followed the whole process automatically.
So we did that. We also had to manage the classic service processes in the company. This means HR, invoicing, receiving internal orders, incoming invoices. We wanted to get this right. So that it doesn’t happen that an invoice arrives and nobody knows why, what it is for, etc. So we have that set up, and we have seen this as a benefit of your system from the beginning.
We have dozens of processes in the 1CLICK system that we actively use here, whether they are processes that serve our basic production line, as well as service processes that relate to orders, HR and other things. So this is probably the main benefit and actually the connection to those surrounding systems.
All this means for us is that we are able to transfer information from one system to another as we need it.
So if I summarise, I take it you may have actually saved money on staff from the start?
If we look at those benefits, well, sure. It’s perfectly logical, because what you can automate, you don’t need people to do.
Another area of benefit is simple. A clearly mapped history of all cases. If I need to see what history the customer has, how they pay their invoices, if they have ever been reminded, what support cases they have dealt with, that is another benefit.
Again, this can be translated into finance because it has an impact on client satisfaction by allowing us to respond quickly and improving our relationship with the customer.
If we look beyond finance, there is also a benefit within internal processes. We have order in the way things are done in our country. For example, shopping, not ordering unnecessary things, etc.
Because we have automated processes, it helps us to reduce errors from our employees. So, what the customer orders, he gets.
Where would you like to go with 1CLICK in the future and what do you expect?
We are now in the phase of adding our other products, such as payment services, to 1CLICK. There is quite a lot of customer service related agenda. In the future, we will want to use the Products module, which you did not have before. This is a very interesting thing for us and we will want to move in this direction because it will simplify our work and record keeping.
The next area is projects that we don’t use in 1CLICK and this is an area we want to move into. It’s something we’re thinking about and hoping it might move us forward.
Is there anything you would recommend to our potential customer?
I would definitely recommend 1CLICK as a whole, for the reason that we use it. Processes, workflow. Those areas make the most sense to me and I see that as the strongest part. It is well grasped and implemented.
There are definitely areas where 1CLICK is weaker. Maybe you should step up your reporting. We can figure it out on our own because we have an open API.
It could be said that 1CLICK’s greatest strength is that there is a set of unified, generic processes that are pre-made and can be used almost out of the box. In the moment when they do not suit, they can be adjusted very easily and quickly.
Mr Bohuslav, thank you for the interview.
1CLICK is a flexible system that integrates seamlessly into your business. It was created with ease of use in mind and is currently a popular solution in the Czech Republic.
With 1CLICK, you get the support of an expert team that is always ready to help you realize your business vision.
Increase the efficiency of your company’s processes.
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