Sell and Serve in Web-based World
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3. What impact has e-commerce had on your workflow and profit margins?
Horn: Profitability has in-creased as a result of e-commerce because we're able to concentrate on revenue-producing activities instead of on paperwork. We've also experienced greater workflow efficiency, which has freed up our time to penetrate more accounts. It's a very consistent part of our daily operations, and although less than 2 percent of our customers are using it right now, they're responsible for about 15 percent of our business.
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