PrintKick is a family-owned business based in the UK selling print and promotional products to businesses around the UK and Europe.
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.
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.
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.
The customer sends a request for a quote to the manager.
The manager communicates with both customer and supplier to agree on specifics.
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.
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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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:
As a core of the custom solution, Maven advised the Client to choose ORO CRM. This was the optimal choice for several reasons:
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.
ORDER MANAGEMENT SYSTEM (OMS)
- 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.
- 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.
Product Owner @ Printkick