PRINTKICK

CRM & OMS for UK Based Merchandise Business
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UK
LOCATION
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Merchandise products
INDUSTRY
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Smb
COMPANY SIZE
01. CLIENT

ABOUT Printkick

BUSINESS

PrintKick is a family-owned business based in the UK selling print and promotional products to businesses around the UK and Europe.

BACKGROUND

Maven had been working closely with Printkick since 2016 when they first requested a website update. That original request expanded to become a complete digital transformation of the business and created a long-term partnership.

Printkick img
02. PROBLEM

CHALLENGE

The goal was to optimize the business’ communication and order management processes.

To achieve this, Printkick requested integration of a Customer Relationship Management (CRM) system and creation of a new Order Management System (OMS) to replace the existing OMS that was not able to be integrated with the eCommerce platform due to technical incompatibility.

The challenge was to build one solution to solve both problems.

OMS+CRM
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Online store
The architecture overview

BUSINESS SPECIFICS

It is important to understand the specifics of the merchandise business to learn where in Printkick’s standard workflow the challenges lie. The usual workflow involves a minimum of 3 stakeholders: customer, manager, and supplier.

CUSTOMER
MANAGER
SUPPLIER
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CUSTOMER

The customer sends a request for a quote to the manager.

MANAGER

The manager communicates with both customer and supplier to agree on specifics.

SUPPLIER

The supplier ships the order to the customer.

The agreement process takes some time and requires technical specifications, samples, and high amounts of communication. The communication is complicated by the inability of the customer to speak directly with the supplier, so the manager is forced to be a middle man.

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COMMUNICATION
FLOW
Each participant in the sales process leverages different communication tools at different stages.
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ORDER FLOW
Order management occurs using an outdated desktop application that requires manual data entry and has no flexibility.

As a result, both the communication and order management processes generate significant paperwork and a complicated mess. The process is time-consuming, highly manual, and affected by human factors.

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    03. SOLUTION

    ARCHITECTURE

    The unique nature of the Client’s business made it clear – a custom-made solution would deliver the most value. In-depth research and comparison with many of the available prebuilt systems revealed the following pros:

    PREBUILT
    Time-consuming setup and adaptation of the existing functionality
    The Clients may pay for irrelevant functionality
    More expensive in long term
    Slow and ineffective support
    CUSTOM
    Flexible Delivery. Time consumption depends on selected functionality and could be calculated beforehand.
    Necessary functionality only
    Cost-effective in long-term
    Lightning-fast reaction and flexible maintenance

    As a core of the custom solution, Maven advised the Client to choose ORO CRM. This was the optimal choice for several reasons:

    01
    OPEN-SOURCE NATURE
    This allows us to start with the ORO CRM source code, customize it, add OMS functionality, and integrate with the rest of the architecture.
    02
    OFFICE 365 INTEGRATION
    The enterprise version of ORO CRM includes built-in integration with Office 365. This is critical because many of the client’s business processes leverage Office applications.

    CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

    First, we built the CRM system. CRM became the central hub for any communication between the customer, manager, and supplier.

    Any data, message, or other relevant pieces of information exchanged between the parties are stored in a single location for access at any time.

    The new CRM eliminated most of the paperwork, increased the efficiency of the communication process, and reduced the time to process an order.

    CRM
    img SEND
    img FEEDBACK
    img REPLY
    img APPROVE
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    ORDER MANAGEMENT SYSTEM (OMS)

    For the order management system, the key requirement was flexibility. When new categories or products are added they often require a change in the order management flow.
    List of orders
    The new OMS is built much like a LEGO® kit. Every component of the workflow can be changed, customized, or optimized within days by a developer, eliminating barriers to a smooth and effective order management process. The system scales in any direction and works with any product or application.
    Lists of RFQs
    04. Result

    THE RESULTS

    The Printkick marketplace was released in May 2018 with the completely new OMS and fully functional CRM driving the processes. These systems delivered the following value to Printkick:

    BEFORE

    • Communication was taking weeks and included tons of paperwork.
    • Due to ineffective process of communication and order management, only a few orders per day proceeded.
    • Business scales slowly due to inflexibility.

    AFTER

    • The communication process became effective, convenient, and streamlined.
    • High levels of scalability can be achieved. 10, 1000, or even more orders can be easily processed.
    • Flexibility for the future as processes are easily customizable at any time.
    Aman Brar
    Product Owner @ Printkick
    img When we looked at Maven as part of our selection process and had our first meeting, it was clear that you were the best fit for our company. We looked for people who cared about the project, the mission and had the technical skills to bring it all together. You made us confident we could do it.

    TECHNOLOGY STACK

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    PHP
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    New Relic
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    Mailchimp
    ORO
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    Algolia
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    THE CLIENT ALWAYS
    GOES FIRST. LET MAVEN
    GUIDE YOU TO SUCCESS

    Hire an A-class team of passionate professionals who value not only your business but the time and money you spend. We know how to make an effective process even more effective.
    SCHEDULE A MEETING

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