With over 50,000 part numbers in inventory and a national distribution network with over 20 warehouse distribution points, having the correct part available at the right location was difficult. Warehouse managers were responsible to maintain inventory levels that supported the local client base.
Clients were offered a four hour turn-a-round for delivery of parts in major urban centres. However, the web ordering system and the main distribution software database were on different platforms at different locations. Data transfers happened frequently to pass orders and inventory information in an attempt to keep the systems in sync. However, data transfer wasn’t always reliable and complete causing issues with customers delivery guarantees.
Sales staff in the field didn’t have access to customer information (CRM) or order details and needed to visit the local branch office in order to follow-up on client needs. Sales staff didn’t have accurate and up-to-date information on the customer when doing site visits.