Case studies: The Metropolitan Museum of Art Store

www.metmuseum.org

The Opportunity

The Met came to Global Response with a unique set of software integration challenges. The Met want to capture and transmit daily orders from The Met’s catalog. They needed to embed The Met’s existing “business rules,” including source codes, membership lists, mailing lists, inventory, and promotions.

The Solution

Global Response responded quickly with significant customization that was only possible because we had developed our own CRM software, Palettech. Source Codes, which are printed on each catalog, drive promotions and free product, and are therefore a key field around which much of the program is built. As an independent CRM system (not a terminal emulation system), the programmers also customized the program’s data export functions so The Met would receive a daily data feed into their logistics system. The program was also written so that an administrator could make real-time changes through a web-based portal.

The results delighted The Met: faster transactions and increased customer care capabilities. In its first year, sales-per-call rates increased 8%.

About MET

The Metropolitan Museum of Art, or “The Met,” is one of the most recognized institutions and brand names in the world. It is a world of art and education, and produces several catalogs of fine art items.