Customer success story
Three quarters of orders now arrive without a phone call
Kimberley Kampers sells off-road campers through nine Australian dealerships and a webshop. Before the integration, a quarter of orders came through without someone picking up the phone. Now it is three quarters. Rapidi joined Salesforce, Microsoft Dynamics NAV and a Joomla webshop into one flow.
This is the first three-system story on the site. Dealers work in a Salesforce partner portal; orders they enter become sales orders in NAV automatically, and delivery dates, status, invoices and open items come back. End customers buy accessories in a Joomla webshop, and those orders land in NAV without anyone retyping them. Automated part sales rose 50%, delivery times halved, and about 20 hours a week of manual work disappeared.
Talk to an integration expert
We chose Rapidi because of its vast experience and knowledge in building fully automated processes between CRM and ERP.
King of the Off Road
Kimberley Kampers is a Telstra medium business award winner with around 40 per cent market share in its category, which has earned it the nickname “King of the Off Road”. It builds caravans, campers, drive-yourself campers and roof-top tents, and supplies Australia’s caravanning and camping community through nine dealerships in major cities.
The company started building “flip over” hard-floor camper trailers in 1996 in Ballina, selling them at camping shows straight from the factory and adding distributors in every state over time. By 2002 it was the established market leader in the off-road camper trailer market, with a reputation for ruggedness, high-quality build and attention to detail in the canvas design.
Microsoft Dynamics NAV runs the ERP and the manufacturing side. The difficulty was everything outside the factory: getting information out to dealers, capturing what customers were telling those dealers, and doing it consistently rather than nine different ways.
Salesforce was chosen for customer relations and the partner network. Rapidi was chosen to join it to NAV, and to the webshop as well.
We did some research on various integration providers. After that research and talking to the company we had a high degree of confidence that Rapidi could deliver the solution.
The dealer portal, and why dealers actually use it
Dealers work through the Salesforce partner portal. They enter new opportunities, convert them to orders, and see order status, invoices and open entries. Kimberley sees everything the dealers record about prospective customers at the same time.
The hard part of any partner portal is not building it. It is getting partners to use it. Kimberley’s answer was to make the portal worth opening: everything a dealer needs about their Kimberley relationship, accurate, in one place. Adoption is 100 per cent.
Underneath, the integration does the work. A new order in the portal is created automatically as a sales order in NAV. Delivery date and status flow back to Salesforce. When the order is delivered, the fully detailed invoice comes back too, and dealers can see an up-to-date list of anything unpaid. Products and prices are maintained in NAV and pushed to Salesforce automatically.
The partners absolutely love it. In addition to saving a lot of valuable time in the processing of orders, we expect the biggest benefit yet to come, where we get a full insight in our partner channel.
Take it with you
The whole story as a PDF
Six pages: the three systems, the dealer portal, the webshop, the results in numbers, and Bruce Loxton in his own words. Yours after one short form.
The webshop, and the 20 hours
Kimberley also runs a Joomla webshop where end customers buy camping accessories, from solar panels to hot water systems built for camping.
Orders from that shop used to be typed into NAV by hand. They are now created automatically, which removed both the delay and the transcription errors. The company puts the manual work avoided at around 20 hours a week.
There is a brand argument in here too, and it is more than marketing. Because the same integration keeps information correct end to end, a customer buying a camper gets accurate, relevant detail about their own purchase, and staff can see exactly what the customer was told. For a company whose position rests on quality and innovation, the service experience has to match the product.
The results, in numbers
Orders without a phone call went from 25% to 75%. That is the number that captures the whole project. Three quarters of orders now arrive without anyone needing to ring anyone.
All nine dealers run on the same automated process. Before, each dealer had a different manual arrangement.
Dealer adoption is 100%, because the portal holds everything they need.
Fully automated part sales are up 50%, and delivery times are cut in half.
It’s vital to have good expertise and help in how to integrate the systems in the best way. That’s what we got from Rapidi.
Dealers phoning in orders one at a time?
Tell us how your partners order today and which systems sit behind them, and we will tell you whether a standard Rapidi template covers you.