From Frustration to Efficiency: Wensco's eCommerce Transformation

The Challenge

Wensco had been an early adopter of eCommerce, creating its first website at a time when online presence was still a novelty in the industry. However, this early adoption came with limitations. The website was functional but lacked essential features, making navigation cumbersome. Customers struggled to see real-time stock levels, and the overall user experience was subpar. These issues led to a reliance on phone orders, which tied up customer service representatives with tasks that could be automated, while taking usage away from what they really wanted - a successful eCommerce presence.

The Solution

Partnering with Aldrich Solutions

Wensco learned about Aldrich Solutions through a P21 users group, a community of businesses using the same ERP solution. This connection highlighted Aldrich's capability to integrate seamlessly with their existing systems.

The decision to partner with Aldrich Solutions was driven by the need for a feature-rich solution that could integrate smoothly with Wensco's ERP system. Aldrich's B2B Ecommerce Platform, WebAlliance, promised to deliver on these requirements.

"Aldrich had the features that we wanted and integrated with our ERP," Tyler explained. The primary goals were to increase the number of customers placing orders online, free up customer service representatives to handle more complex inquiries and issues, and provide customers with a user-friendly interface to view real-time inventory.

Implementation and Key Features

Implementing the new platform was a significant undertaking due to the large number of SKUs managed by Wensco. Despite the complexity, the process met expectations, marking a smooth transition to a more advanced system.

One of the standout features is the ability to see inventory by location. This feature of WebAlliance ensures that customers view the stock levels of their nearest warehouse, enhancing the purchasing experience. The new platform is also much easier to navigate, encouraging more customers to place orders online rather than via phone.

"If our customers are in Ohio, they will see Ohio's inventory first when they go onto the website. Our customers see inventory differently depending on what location they are from. That is super helpful." said Tyler.

Impact and Results

A substantial portion of orders transitioned from phone calls to the web, which streamlined operations. This shift allowed customer service representatives to focus on resolving complex issues and providing better support.

Customers can now quickly and easily access product information and stock levels. This transparency and ease of use have been particularly appreciated, especially compared to competitors who do not offer similar features.

"Our competitors do not display stock level and our customers appreciate knowing what we do and do not have in stock." said Tyler.

The website has evolved from merely an order-taking platform to a crucial source of product information. Customer service reps use it to assist with inquiries, further integrating the platform into daily operations.

Customer Feedback and Future Plans

Wensco's customers have responded positively to the new features, particularly appreciating the ability to see stock levels. This transparency has set Wensco apart from its competitors.

Wensco plans to maintain a high percentage of online orders as the business scales. The partnership with Aldrich Solutions is seen as a cornerstone for future growth, supporting Wensco’s commitment to innovation and customer satisfaction. "Especially if you have Epicor's Prophet21 as an ERP, Aldrich is a great solution for our B2B business," Tyler Hull recommends Aldrich Solutions.