“A lot of planning went into it from Robert Welch, BluBolt and Khaos. The work that the Khaos Development Team put in, in order to get the project to a point where we could authorise the work, through to completion was excellent. Everyone signed up to the plan and we provided Khaos and BluBolt with access to our team to ensure that we delivered it on the nose.
“And best of all, we haven’t had a single issue! We turned the API on in May 2015 and now, in January 2016, we’re yet to make a single call to Khaos about it. It’s exceeded my expectations in every regard!”
Since implementing Khaos Control in 2007, Robert Welch Designs has experienced sustained growth across all sectors. With emphasis on quality of product and customer service, the company has sought to increase their market share through trade and hospitality sales, as well as growing direct retail custom through their own shops and e-commerce site.
Taking the Next Step
Over the last three years, Robert Welch Designs’ eCommerce site has gone from strength to strength, thanks to a BluBolt designed website and an energetic and striking marketing campaign. In early 2015, Khaos Control’s standard toolkit (API), that enables any eCommerce website to integrate completely with our ERP solution, was implemented for Robert Welch Designs.
May 2015 saw the integration go live and Robert Welch Designs has been reaping the benefits ever since. Christmas 2015 was simply the icing on the cake in terms of demonstrating the impact that the integration has had.
Peak Processing Performance
Peak turnaround for eCommerce orders has traditionally been to have goods picked, packed and despatched within five days of a customer placing their order on the website. In the run-up to Christmas 2015 this was halved and, on a number of occasions, Robert Welch Designs was able to despatch goods on the same day that an order was placed on the website.
In addition to enabling them to make a paradigm shift operationally, the integration has also led to great feedback from their customers. Robert Welch Designs are Google Certified and now have a rating of 4.9 out of 5, with their latest reviews telling their own story:
Being able to pick, pack and despatch orders more than 2.5 times (and in some cases 4 times) as quickly as before, has led to great feedback that has driven their Google Certification rating.
Live Order Tracking
Thanks to the Khaos Control API, Robert Welch Designs’ customers are able to log into their accounts on the BluBolt website and get an up to the minute update of how their order is progressing, from receipt, through the fulfilment process and onto the goods being in the hands of the courier.
Knowledge is power and putting this knowledge in the hands of their customers has not only improved customer satisfaction, it’s also improved efficiency by leading to a reduction in calls and emails for the customer service team.
- No more manual entry and checking of orders from the website.
- Robert Welch Designs’ customer services team get to spend more time talking to customers and dealing with their issues, resulting in improved customer experience overall.
- The customer service team are able to focus on improving their processes and products based on the level of customer interaction they now enjoy.
- Response times have gone down drastically.
- Fewer calls from customers chasing up their orders.
- Customer details already on hand and accessible within the Khaos Control CRM if a customer does call.
- More time working ON the business – thanks to the efficiencies gained, Robert Welch Designs have been able to re-allocate two members of staff.
Plan, Plan and Plan Again
This was a key learning that Ed Smith, Robert Welch Designs’ Head of IT, was keen to stress:
“A lot of planning went into it from Robert Welch, BluBolt and Khaos. The work that the Khaos Development Team put in, in order to get the project to a point where we could authorise the work, through to completion was excellent. Everyone signed up to the plan and we provided Khaos and BluBolt with access to our team to ensure that we delivered it on the nose.”
Stock Accuracy and Reordering
Whilst neither of these things are terribly ‘sexy’, they are at the heart of any successful eCommerce business. Integrating their website with Khaos Control means that Robert Welch Designs’ team now have complete faith in their stock numbers. They are no longer wondering if a pile of emails has been missed and, therefore, another 20 Carving Knife Sets are already spoken for.
Customer service, purchasing and replenishment decisions can be quickly and with confidence, thanks to accurate, up to the minute, data.
All Day, Every Day
As a postscript, Ed Smith added:
And best of all, we haven’t had a single issue! We turned the API on in May 2015 and now, in January 2016, we’re yet to make a single call to Khaos about it. It’s exceeded my expectations in every regard!