By Sue Warburton, Information Technology Adviser for Bolton and Bury Chamber's Business Link YOU may have a superb web site that stimulates the orders, but it is essential to have the systems in place to process those orders, manage your accounts, ensure prompt delivery and make sure your customer service is up to scratch.

Here are some steps you should take to ensure that your back office systems are as slick as your web site:

ON-LINE CATALOGUE: This is a major part of your sales offensive and should contain ALL the information your customers need to make a decision.

Drawings or photographs are extremely useful. You should also provide an e-mail link so that potential customers can seek additional information, if required.

credit card PAYMENT: Most Internet trading is done via credit card so you will need to achieve merchant status with a bank or credit card company.

If you have difficulties making a merchant agreement, try approaching an Internet Service Provider.

Log onto www.merchntworkz.co.uk for a list of merchant account providers.

SHOPPING SOFTWARE: The use of shopping cart software will make buying quicker and simpler for your customers.

FULFILMENT OF ORDERS: It is essential to ensure that you can fulfil your customer's demands and have mechanisms in place for prompt delivery of your products and services to the customer.

CARING FOR YOUR CUSTOMERS: In the absence of human contact, it is especially important to emphasise your company's commitment to customer service and product quality.

Encourage your customers to give you feedback and encourage queries to build customer loyalty, or better still - anticipate their questions and provide the answers for them.

If possible, build in mechanisms to allow your customers to track their orders.

You can also build customer loyalty by creating password protected accounts for regular customers, where the customer can insert all their details, including credit card number.

SECURITY: It is essential to implement effective security controls to protect your business network, systems and information.

For guidance on risk assessment and how to develop good security practice see the DTI web site at www.dti.gov.uk, or contact the ISI infoline on 0845 715 2000 for their publications.

For further information about trading on the Internet or for general business help and advice on Information Technology or e-commerce issues, please contact Sue Warburton, SRB funded IT Adviser at Bolton and Bury Chamber's Business Link on 0161-762 3300 or e-mail: swarburton@chamberhelp.co.uk