Good E-views

At Copac, where usage stands at about 5 percent of customers, "We see the site as an extension of our customer services, not a replacement for them," says Carole Gowan, director of product and process development.

Fouts estimates 40 percent of Wilson customers currently use online ordering at some level, and gauges 50 percent of Wilson's product line as applicable for sale on the Web—"though some customers love [online ordering] so much they hate not to use it for everything," he says. In a few cases, Wilson has received online die orders with custom file attachments.