Automated
Service Kiosk
Milestones
CS 410
Fall 2005
Presented by:
Mylène Cover
16 November 2005
16 November 2005
CS 410 Red Group - A.S.K.
1
Team Organization
Janet Brunelle
General Manager
Mylène Cover
Project Manager
Enrique Polanco
Research and Marketing
16 November 2005
Keegan Morrison
Hardware Specialist
Web Master
Scott Washburn
SBIR Specialist
Software Specialist
CS 410 Red Group - A.S.K.
Jared Miller
Finance
Web Master
2
Outline
 Problem
& Solution
 Phases
 Milestones
& Deliverables
 Budget
 Management
Structure
 Staffing
 Design
Plans
 Required Hard Resources
16 November 2005
CS 410 Red Group - A.S.K.
3
Societal Problem Defined
Poor customer service is a cause
for low customer retention.
16 November 2005
CS 410 Red Group - A.S.K.
4
Shopping Experience
16 November 2005
CS 410 Red Group - A.S.K.
5
Did you know…?
Poor customer service is on the
top ten list of reasons why
businesses fail.
- Center for Entrepreneurship
16 November 2005
CS 410 Red Group - A.S.K.
6
Belmont University: Center for Entrepeneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]
Why do customers leave?
16 November 2005
CS 410 Red Group - A.S.K.
CRMGURU.com [http://www.rightnow.com/resource/RN_LoyaltyCRMGuru.html]
7
Customer Facts
After a particularly bad experience with a service
provider/customer service representative, these
customers:
Give feedback
4
Complain to family
and friends
75
Take business
elsewhere
85
0
20
40
60
80
100
Customer Percentage
16 November 2005
CS 410 Red Group - A.S.K.
ITESGrads [http://www.bpoindia.org/research/customer-retention.shtml]
2004 Customer Service Survey Results [http://www.amdocs.com/documents/survey-results.html]
8
Problem Characteristics





Customers unaware of all of their options
Customers leave when they cannot find items
 Rearranged/sale item location
 Confusion
 Lack of information
Not all associates are domain experts
Associates difficult to find quickly
Product availability
16 November 2005
CS 410 Red Group - A.S.K.
9
Keep your customers!




16 November 2005
Repeat customers spend 33% more
than new customers
It costs 6% more to sell to a
prospective customer than to an
existing customer
Referrals among repeat customers
are 107% greater than new
customers
Customers are 50% more likely to be
influenced by word-of-mouth as
opposed to ads
CS 410 Red Group - A.S.K.
Strategiy.com [http://www.strategiy.com/feature.asp?id=20051003030433]
Stylus Systems, Inc. [http://www.outsource2india.com/services/customer_interaction_services.asp]
10
Proposed Solution
Defined/Goal
Provide an in-store
customer service
terminal that will
serve as an
alternative source of
knowledge and help
for consumers.
16 November 2005
CS 410 Red Group - A.S.K.
11
Solution Characteristics

Display all available items at specific store







Notify of stock availability
Produce a map of inventory general location
Compare products
Explain key terms/in depth or quick overview of
product description
Analyze queries and hits/misses
Notify of sales/availability of coupons
Give customers an outlet for voicing in-store
experiences
16 November 2005
CS 410 Red Group - A.S.K.
12
A.S.K. System
16 November 2005
CS 410 Red Group - A.S.K.
13
Technical Components

Touch screen monitor

ASK software



16 November 2005
Thin clients
Inventory database interface
Internal database

Network connection

Server
CS 410 Red Group - A.S.K.
14
Scope
16 November 2005
CS 410 Red Group - A.S.K.
15
A.S.K. Database Overview
ASK Database
Integration
Software
Store
Inventory
Database
ASK Interface
Software
ASK MySQL
Database
Predictive
Analysis
Database
16 November 2005
CS 410 Red Group - A.S.K.
ASK
KIOSK
Inventory
Database
Product Name
UPC Code
Specifications
Price
Availability
Location
Coupons
16
A.S.K. will not…
 Replace
associates
 Collect personal information from the
shopper
 Act as a point-of-sale device
 Have autonomous inventory updates
16 November 2005
CS 410 Red Group - A.S.K.
17
Project Objectives
 Design
a friendly customer interface
 Produce interface with inventory
database
 Design and organize queries to
databases for product comparisons
and search analyses
 Create ability to notify customer of
sales/coupons
16 November 2005
CS 410 Red Group - A.S.K.
18
Pros


15% to 20% average increase in sales
Improve customer experience








Help is there when needed
Provide efficient help alternative
Decreased wait time
Improved response time
Immediate gratification
Better inform customers of products available
Analyze the inquiry process
Keep customers, increase sales, succeed!

Increased customer satisfaction = increased sales
16 November 2005
CS 410 Red Group - A.S.K.
Kiosk Market Sales [http://www.kioskmarketplace.com/news_story.htm?i=22182]
Inter-media Kiosks [http://www.intermediakiosks.com/news/03-09-26_pressrelease.html]
19
Cons
 Complexity
of administration and
maintenance
 Customer reluctance
 Associates might feel replaced
16 November 2005
CS 410 Red Group - A.S.K.
20
Ideal Customer
 Store
that:
 Is
highly profitable
 Products available:
 High-end
products
 Products that require explanations/help
during purchase
 Has
a large customer base
 Has a problem with customer service
16 November 2005
CS 410 Red Group - A.S.K.
21
Market Share Comparison
500
450
400
350
300
250
200
150
100
50
0
16 November 2005
469
Best Buy
Circuit City
Office Max
173
70.9
2004 Yearly Income (in Millions)
CS 410 Red Group - A.S.K.
22
Best Buy Customer Service


Rating on resellerrating.com:
 2.04/10
Customer Testimonials:


16 November 2005
“Their customer service policy is
a joke. “
“The management treated me as
if I was a common criminal and
made me pay a 15% restock fee
even though I was exchanging
an item for something else. I
returned every thing I purchased
with the order and canceled my
best buy credit card. ”
CS 410 Red Group - A.S.K.
Reseller Rating [http://www.resellerratings.com/seller1823.html]
23
Marketing Plan

Primary Target Market


BestBuy
Why Best Buy?

Many stores





21 in Virginia
830 US & Canada
109,000 employees
$469 million – 2004 Yearly Income
Poor customer service
16 November 2005
CS 410 Red Group - A.S.K.
24
Marketing Plan

Best Buy’s Vision
Statement:
“Best Buy meets its customers
at the intersection of
technology and life.”

Best Buy’s Mission
Statement:
“We improve people’s lives by
making technology and
entertainment products
affordable and easy to use.”
16 November 2005
CS 410 Red Group - A.S.K.
25
Kiosk Sales Increase

Average of 15% - 20% increase in sales from
customer-operated kiosks
100
93.80
80
60
70.04
Best Buy
40
20
0
15%
20%
Projected Increase in Sales (In Millions)
16 November 2005
CS 410 Red Group - A.S.K.
26
Best Buy ROI
Sales (in millions)
Best Buy Projected Increase in Sales from
A.S.K.
100
80
60
40
20
0
1
2
3
4
5
Years
16 November 2005
CS 410 Red Group - A.S.K.
27
Competition Matrix
16 November 2005
CS 410 Red Group - A.S.K.
28
Customer-Operated Kiosk
Market Data
16 November 2005
CS 410 Red Group - A.S.K.
JBS Interactive [http://www.jbsinteractive.com/opportunities.html]
29
Process Flow
Customer Shopping for Camera
Help is limited due to poor service
Customer Approaches A.S.K.
Main Menu
Locate
Compare
Find Discount
Customer Compares two cameras
A.S.K. Informs Customer
16 November 2005
CS 410 Red Group - A.S.K.
30
GUI View
16 November 2005
CS 410 Red Group - A.S.K.
31
GUI View
Product Specifications
16 November 2005
CS 410 Red Group - A.S.K.
32
GUI View
Product Comparison
16 November 2005
CS 410 Red Group - A.S.K.
33
Estimated Hardware
Cost Per Unit
Price
3 Com Network Switch (up to 24 ports)
Dell Precision 380n & Dell E153FPT Touch Screen Monitor (x5)
Dell Xeon Server (x2)
$550.00
$6,240.00
$10,000.00
Network Integration Materials
$500.00
Installation
$1000.00
Database License (MySQL)
Free!
Testing & Building
$1,829.00
Total Cost
$20,119.00
Added cost per additional thin client & touch screen monitor (each)
16 November 2005
Dell.com [http://www.dell.com]
3Com [http://www.3com.com/]
CS 410 Red Group - A.S.K.
$1,248.00
34
Monetary Feasibility
Cost per Unit to Customer
Cost: $50,000
Terminals (5)
Server
Networking
Components
16 November 2005
Software
CS 410 Red Group - A.S.K.
+ $1,500 per
additional
terminal
35
Phase 0: Conception
ODU Semester 1 (CS 410)
Q3 05
ID
Task Name
Start
Finish
Aug
1
0.0 A.S.K. Conception
8/29/2005
12/16/2005
110d
2
0.1 Develop Project Team
8/29/2005
9/1/2005
4d
3
0.2 Define Project
9/15/2005
9/25/2005
11d
4
0.3 Planning
9/18/2005
10/27/2005
40d
5
0.4 Initial Research
9/15/2005
11/20/2005
67d
6
0.5 Feasibility Presentation
10/25/2005
11/2/2005
9d
7
0.6 Plan Phases
9/12/2005
11/2/2005
52d
8
0.7 Documentation
11/10/2005
11/20/2005
11d
9
0.8 Milestone Presentation
11/16/2005
11/16/2005
1d
10
0.9 Approval Presentation
9/24/2005
12/1/2005
69d
11
0.10 SBIR
12/12/2005
12/12/2005
1d
16 November 2005
CS 410 Red Group - A.S.K.
Q4 05
Q1 06
Duration
Sep
Oct
Nov
Dec
Jan
Feb
36
Phase 0: Conception
ODU Semester 1 (CS 410)
Deliverables
 Feasibility
Presentation
 Milestone Presentation
 Final Presentation
 SBIR Grant Proposal
 Project Website
16 November 2005
CS 410 Red Group - A.S.K.
37
Phase 0: Conception
ODU Semester 1 (CS 410)
Management Structure
Janet Brunelle
General Manager
Mylène Cover
Project Manager
Enrique Polanco
Research and Marketing
Keegan Morrison
Web Master
Scott Washburn
SBIR Specialist
Software Specialist
Professor Dennis Ray
CS Department
Old Dominion
University
Dr. Larry Filer
ODU Business Department
Marketing Expert
16 November 2005
Jared Miller
Hardware Specialist
Finance
CS 410 Red Group - A.S.K.
38
Phase 1: Proof of Concept
ODU Semester 2 (CS 411)
Q4 05
ID
Task Name
Start
Finish
Dec
1
1.0 Phase 1
12/13/2005
5/12/2006
109d
2
1.1 Develop Project Team
12/19/2005
12/30/2005
10d
3
1.2 Planning
12/30/2005
1/12/2006
9d 4h
4
1.3 Requirements
1/11/2006
2/28/2006
34d 4h
5
1.4 Set Up
3/1/2006
4/4/2006
25d
6
1.5 Design
3/22/2006
3/31/2006
8d
7
1.6 Developement
4/3/2006
4/21/2006
15d
8
1.7 Testing
4/24/2006
4/28/2006
4d 4h
9
1.8 Implementation
5/1/2006
5/4/2006
3d 4h
10
1.9 SBIR Phase 2
5/8/2006
5/12/2006
5d
16 November 2005
Q1 06
Q2 06
Duration
Jan
CS 410 Red Group - A.S.K.
Feb
Mar
Apr
May
Jun
39
Jul
Phase 1: Proof of Concept
ODU Semester 2 (CS 411)
Deliverables


Assemble Team
Papers










Creative Writing Paper
Descriptive Writing Paper
Technical Supports Paper
Budget White Paper
User Manual
Prototype Design
Market Research
Project Website
Lab Prototype
SBIR Proposal (Phase II)
16 November 2005
CS 410 Red Group - A.S.K.
40
Phase 1: Proof of Concept
ODU Semester 2 (CS 411)
Management Structure
Janet Brunelle
General Manager 1
Mylène Cover
Project Manager
Enrique Polanco
Software Engineer
Research & Marketing
Keegan Morrison
Software Engineer
Web Master
Scott Washburn
Database Specialist
Software/SBIR Specialist
Jared Miller
GUI Programmer
Hardware/Finance
Specialist
Senior Software
Engineer
16 November 2005
CS 410 Red Group - A.S.K.
41
Phase 1: Proof of Concept
ODU Semester 2 (CS 411)
Budget: Project Staffing Requirements
Title
Needed
Yearly
Salary
Employment
Duration
Cost of
Employment
Software Engineer
2
$50,162
45 days
$12,369
Senior Software Engineer
1
$73,533
30 days
$6,044
Database Analyst/Specialist
1
$95,940
20 days
$5,257
GUI Programmer
1
$56,743
20 days
$3,109
Project Manager
1
$84,546
85 days
$19,689
Overhead – 40%
$18,587
Total Cost
16 November 2005
Salary.com [http://www.salary.com]
$65,055
CS 410 Red Group - A.S.K.
42
Phase 1: Proof of Concept
ODU Semester 2 (CS 411)
Budget: Required Hard Resources
Item
Units
Price
Terminal Operating System (*nix)
1
Free
Gcc Compiler
1
Free
Mock MySQL Database
1
Free
Mock A.S.K. Server
1
$5,000
Mock Inventory Database Server
1
$5,000
Employee Workstations (ODU provided)
5
$7,423
Network, Networking Materials (ODU provided)
1
Free
Prototype Terminal
1
$1,248
Prototype Housing
1
$200
Total Cost
16 November 2005
$19,171
CS 410 Red Group - A.S.K.
43
Phase 2: Critical Design
Q2 06
ID
Task Name
Start
Finish
May
1
2.0 ASK Phase 2
5/5/2006
5/2/2008
521d
2
2.1 Develop Project Team
5/5/2006
5/24/2006
14d
3
2.2 Planning
5/23/2006
6/9/2006
14d
4
2.3 Requirements
6/19/2006
7/21/2006
25d
5
2.4 Set Up
8/4/2006
10/5/2006
45d
6
2.5 Design
3/19/2007
6/25/2007
71d
7
2.6 Developement
6/25/2007
9/25/2007
67d
8
2.7 Testing
12/26/2007
1/22/2008
20d
9
2.8 User Documentation
2/18/2008
4/9/2008
38d
10
2.9 Implementation
4/9/2008
4/11/2008
3d
11
2.10 Prototype Developed
5/1/2008
5/2/2008
2d
16 November 2005
Q3 06
Q4 06
Q1 07
Q2 07
Q3 07
Q4 07
Q1 08
Q2 08
Duration
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
CS 410 Red Group - A.S.K.
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Apr
44
May
Phase 2: Critical Design
Deliverables


Product Design Specifications
Management Plan



Testing & Evaluation Plan
Working Product Model



Personnel Plan
Software
Integration of Hardware
Marketing Plan Contract
16 November 2005
CS 410 Red Group - A.S.K.
45
Phase 2: Critical Design
Management Structure
Janet Brunelle
General Manager
Mylène Cover
Project Manager
Enrique Polanco
Software Engineer
Software Engineer X 2
Keegan Morrison
Software Engineer
Senior Software
Engineer
16 November 2005
Scott Washburn
Database Specialist
Technical Writer X 2
CS 410 Red Group - A.S.K.
Jared Miller
GUI Programmer
Quality Assurance
Manager
Marketing Manager
GUI Programmer
46
Phase 2: Critical Design
Budget: Project Staffing Requirements
Title
Needed
Yearly
Salary
Employment
Duration
Cost of
Employment
Software Engineer
4
$50,162
90 days
$49,475
Senior Software Engineer
1
$73,533
110 days
$22,160
Database Analyst/Specialist
1
$95,940
75 days
$19,714
GUI Programmer
2
$56,743
40 days
$12,437
Project Manager
1
$84,546
240 days
$55,592
Technical Writer
2
$39,846
30 days
$6,550
Quality Assurance Manager
1
$87,423
110 days
$26,347
Marketing Manager
1
$74,498
150 days
$30,616
Overhead – 40%
$89,156
Total Cost
16 November 2005
Salary.com [http://www.salary.com]
$312,047
CS 410 Red Group - A.S.K.
47
Phase 2: Critical Design
Budget: Required Hard Resources
Item
Units
Price
Terminal Operating System (*nix)
5
Free
GCC Compiler
1
Free
MySQL Database
1
Free
Network Switch
1
$550
Network Integration Materials
1
$1,000
A.S.K. Terminal
5
$6,240
A.S.K. Server
2
$10,000
Employee Workstations
5
$7,423
Housing
5
$1,000
Total Cost
$26,213
Store inventory database server (only if needed)
1
$5,000
Store inventory database (oracle, only if needed)
1
$40,000
Total with optional database & database server
16 November 2005
CS 410 Red Group - A.S.K.
$71, 213
48
Phase 3: Production Out Years
Q2 08
ID
Task Name
Start
Finish
Apr
1
3. 0 ASK Phase 3
5/5/2008
1/5/2010
611d
2
3.1 Develop Project Team
5/6/2008
5/8/2008
3d
3
3.2 Prepare Production
5/8/2008
12/22/2009
594d
4
3.2.1 Manufacture
5/8/2008
1/16/2009
254d
5
3.2.2 Warehouse
5/14/2009
8/10/2009
89d
6
3.2.3 Marketing
6/10/2009
12/12/2009
186d
7
3.2.4 Website
9/4/2009
12/13/2009
101d
10/2/2009
12/31/2009
91d
8
3.2.4.1 Website Front End
16 November 2005
Q3 08
Q4 08
Q1 09
Q2 09
Q3 09
Q4 09
Q1 10
Duration
May
Jun
Jul
Aug
Sep
Oct
Nov
CS 410 Red Group - A.S.K.
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
49
Feb
Phase 3: Production Out Years
Deliverables
 Maintenance
 Customer
Service
 Patches/Updates
 Newer Versions
16 November 2005
CS 410 Red Group - A.S.K.
50
Phase 3: Production Out Years
Management Structure
Janet Brunelle
General Manager
Mylène Cover
Project Manager
Enrique Polanco
Software Engineer
Keegan Morrison
Software Engineer
Senior Software
Engineer
16 November 2005
Scott Washburn
Database Specialist
Technical Writer
CS 410 Red Group - A.S.K.
Jared Miller
GUI Programmer
Quality Assurance
Manager
Marketing Manager
51
Phase 3: Production Out Years
Budget: Project Staffing Requirements
Title
Needed
Yearly
Salary
Employment
Duration
Cost of
Employment
Software Engineer
2
$50,162
Annual
$100,324
Senior Software Engineer
1
$73,533
Annual
$73,533
Database Analyst/Specialist
1
$95,940
Annual
$95,940
GUI Programmer
1
$56,743
Annual
$56,743
Project Manager
1
$84,546
Annual
$84,546
Technical Writer
1
$39,846
Annual
$39,846
Quality Assurance Manager
1
$87,423
Annual
$87,423
Marketing Manager
1
$74,498
Annual
$74,498
Overhead – 40%
$218,669
Total Cost
16 November 2005
Salary.com [http://www.salary.com]
$831,522
CS 410 Red Group - A.S.K.
52
Phase 3: Production Out Years
Budget: Required Hard Resources
 Maintenance/Service
 Outsourced
 Sub-contracted
 Workstations
for developers
(patches/updates/new versions)
 Re-used
16 November 2005
from prior phases
CS 410 Red Group - A.S.K.
53
Milestones Recap
2005
ID Task Name
Start
Finish
Q4
1
Phase 0
8/29/2005
12/16/2005
80d
2
Phase 1
12/13/2005
5/12/2006
109d
3
Phase 2
5/5/2006
5/2/2008
521d
4
Phase 3
5/5/2008
1/5/2010
437d
16 November 2005
2006
2007
2008
2009
2010
Duration
Q1
Q2
Q3
Q4
Q1
Q2
CS 410 Red Group - A.S.K.
Q3
Q4
Q1
Q2
Q3
Q4
Q1
Q2
Q3
Q4
Q1
54
Q2
Budget
Recap
Cost
Phase 1 Resources
$19,171
Phase 1 Staffing
Phase 2 Resources
Phase 2 Staffing
$65,055
$26,213
$312,047
Phase 3 Staffing
Total Development Cost
16 November 2005
CS 410 Red Group - A.S.K.
$831,522
$1,254,008
55
A.S.K. Break-Even Analysis
Break-Even Analysis
Cost per Unit
$20,119
Price per Unit
$50,000
Profit per Unit
$29,881
Units needed for Break-Even
Units sold (weekly)
Break-Even Time
16 November 2005
42
2
21
CS 410 Red Group - A.S.K.
56
Funding Plan


SBIR Funding Agency: Department of Commerce
CIT Assistance




SBIR Funding Agency: Department of Commerce
 Phase 1: $100,000
 Phase 2: $750,000
STTR
 Phase 1: $30,000
 Phase 2: $500,000
Small Business Loan (Phase 3)
Preliminary Contract from Best Buy / Other Customer
16 November 2005
CS 410 Red Group - A.S.K.
57
Management Plan
16 November 2005
CS 410 Red Group - A.S.K.
58
Risks
#
1
Risk
2
Real-time lookup speed
3
Server load
4
5
6
Unforeseen testing expenses
7
8
9
10
Inaccurate retrieved data
Complexity of maintenance
Competition meets needs
Customer acceptance
Likelihood
Database availability/integration
4
9
1
5
3
8
10
Network downtime
2
6
7
Consequence
Power outages
16 November 2005
CS 410 Red Group - A.S.K.
59
Risk Management Plan
1.
Major Risk: Database availability/integration
•
Mitigation: Effective interface & provision of alternate
database if needed
2.
Major Risk: Real-time lookup speed
•
Mitigation: Increased bandwidth, tuned database
3.
Major Risk: Server load
•
Mitigation: Backup server
16 November 2005
CS 410 Red Group - A.S.K.
60
Evaluation Plan




Design Reviews
 All plans evaluated and updated during each sub phase and at
the end of each of the production phases.
 Past review used in initiation phase review to correct mistakes
Quality Reviews
 Evaluate manner in which tasks are completed by team
members
 Evaluate deliverables at every stage
 Ensure documentation is being created
Testing
 Testing at every phase
 Testing of integration phases
 Testing of overall product
Customer Satisfaction Evaluation
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Evaluation Plan
Phase 1 Only

Improved customer satisfaction will be the measure of
success




Software Testing
 Software team will use CMMI
Usability testing
 Performed by team whenever new features are implemented
In-store trials and polls
 75% of those polled must react positively to the product
 Analysis of usage could evince problems
 Performed after product passes in-house testing
Testing Risks

The in-store trials and polls could agitate customers
 Participation should clearly be optional
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Forum/Expert Feedback
 Of
550 people surveyed, 85% would
go to a store if a A.S.K. was available
 Managers at Radio Shack, Best Buy,
and Office Max expressed interest in a
product that would provide the
functionality of A.S.K.
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Happy Shopper = Profit for Store
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Conclusion
 Poor
customer service is a problem
 A.S.K. will:
 Improve
customer’s in-store experience
 Help the store better meet customer
needs
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Backup 1:
Reasons Businesses Fail
10. Over-expansion. The need to get there first or to demonstrate
revenue growth to anxious investors leads businesses to grow too fast.
9. Poor Capital Structure. Companies take on too much debt… Enough
said!
8. Failure to Control the Controllable Costs. Businesses spend down the
initial cash before it is flowing in at a positive rate.
7. Failure to Prepare for Volatility of Uncontrollable Costs. For example,
energy, materials, labor, or insurance.
6. Add New Products or Divisions that Drag Down the Profitable Ones
5. Poor Internal Controls and Execution — customer service,
accounting controls, theft, fraud
4. Poorly Designed Business Model
3. Reliance on Critical Financing that Dries Up
2. Failure to Adapt to a Changing Market
AND THE #1 REASON? Management in Complete Denial…
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Belmont University: Center for Entrepreneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]
Backup 2:
Kiosk Acceptance
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Backup 3:
Competition Matrix
Available to Associates
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Backup 4:
Forum Results


Would you use A.S.K.?
 85% of respondents (n = 550) said YES
Respondent Testimonials
 “ You could change the way stores work forever with an
idea like this. It's awesome.”
 “I think the best part is the item location in the store. I've
had countless times when I went into a best buy or circuit
city already knowing exactly what I wanted, but then had
to spend like 30 minutes finding it. The sales reps are
sometimes helpful with this, but you can't expect them to
know the exact location of everything, and this method
would be much quicker and not waste a sales rep's time.”
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