Order management process and workflow optimization for an in-vehicle storage manufacturer

Story 

The client, a leading in-vehicle storage manufacturer backed by private equity, faced challenges with its manual B2B ordering process that hindered growth and increased operational costs. With a focus on custom-made storage systems for pick-up trucks and cargo vans, the company had grown to a multimillion-dollar business but struggled with bottlenecks in its ordering workflow. Understanding the necessity to face this challenge, the client reached out to Symphony to transform their order process management by transitioning from manual processing to an automated solution, streamlining every aspect of the B2B customer workflow.

Challenge

The manual B2B ordering process involved 50+ human touches. The client needed a solution to optimize its order management process, reduce operational costs, and enhance organizational efficiency.

What we did 

Symphony undertook a comprehensive approach to address the client’s pain points. We began by consolidating the ERPs under one system, laying the groundwork for a more streamlined workflow. Conducting discovery workshops with key stakeholders, including customer service, warehouse, finance, and sales, we gathered insights into the end-to-end order management workflow. Symphony presented the client with two options: a fully customized solution and a hybrid solution with off-the-shelf incorporations. Through a detailed analysis of B2B Portal and Order Management Platform product builds, we supported the client in conducting an ROI analysis, ultimately proceeding with the custom solution. 

The core of our engagement involved product delivery and continuous refinement, supporting the client, a non-digital company, in its transformative journey.