FEATURE ENTERPRISE RESOURCE PLANNING
Don’t Waste Time: Streamline Chris Fisher, UK operations director at ECI Spruce, explores a range of factors that Bromley Timber and Builders Merchant needed to consider in order to operate efficiently, secure repeat business and provide outstanding customer service.
H
aving been part of a larger organisation that was taken over by a new operator around ten years ago, Bromley Timber
and Builders Merchant found themselves struggling to excel in customer service, forced to operate under a fixed infrastructure, wasting time on pointless business initiatives and admin tasks – none of which seemed to focus on the needs of the consumer. Following the decision to ‘go it alone’ and set up independently, Bromley now take pride in offering a personalised and professional service, with access to an extensive range of products and materials, catering for the needs of individual tradespeople as well as national housebuilders. Before committing to the implementation of a
that they’re working off the most up-to-date information and ultimately,
new ERP system, the team knew it needed to be right for them if they
providing a better customer service. To strengthen their reputation as industry
were to thrive in a competitive environment. With this in mind, they
experts, the team were keen to invest as much time possible in customer
spoke to a number of industry experts, as well as fellow independent
interaction, offering unparalleled advice and guidance. This meant they were
merchants, determined to fully understand the pros and cons of the
keen to reduce the headache created by invoicing and record keeping, with
different systems available.
endless paperwork and outdated processes draining time.
From the outset, they knew they required a system that could help
Under the Spruce document management system, all transactions
alleviate many of the day-to-day challenges draining resources and
are automatically linked, giving the team instant access to everything
slowing down the overall operation, as well as one that could scale up
they might need on one single database. Customers’ quotes, purchase
as the business grew, while also remaining flexible as market trends and
orders, goods received, and POs are all available via this central system,
customer demand evolved.
allowing those working on the shop floor to quickly pull up information
It’s becoming more common for businesses to deploy ERP systems
while chatting to a customer.
in an attempt to better manage many of the back office processes, with
Full customer records are also available at the touch of a button,
staff able to access point-of-sale and stock management records via the
allowing staff working on the shop floor to print or email documents,
cloud, reducing the chance of over or under ordering certain products.
providing the information customers require, in their preferred format
Interestingly, poor document management is one of the main reasons
within a matter of minutes. In an increasingly digitised world, many
preventing merchants from scaling up, as extending product ranges and
customers now prefer a digital record of their transaction, with paper
increasing stock levels becomes all the more tricky.
receipts increasingly viewed as a thing of the past.
Diversifying the product range was identified as a potential way
As all timber and builders merchants will understand, the majority
Bromley could set themselves apart from competition and alongside
of customers are time-poor so it is important that measures are taken
high quality hardwoods, softwoods and other timber supplies, Bromley
to reduce queuing time by streamlining the check-out process. Since
stock an extensive range of building products, making efficient stock
implementing the Spruce software, check-out staff can quickly scan items,
replenishment crucial to avoid customer disappointment.
enter product codes, or look them up in the system using a range of key
With an ERP in place, much of the ordering and stock management process is now automated, as purchasing needs are reviewed on a daily
search terms – making the sales transaction efficient and professional and reducing the chance of customers taking their business elsewhere.
basis and orders are automatically generated based on pre-determined
The decision to implement an end-to-end ERP system isn’t always easy,
stock levels. The buying team continue to oversee this process, but
with businesses understandably concerned around the initial outlay and
Bromley are now confident that they’re unlikely to run out of, or over-
getting employees up to speed with a new system, however as Bromley
order certain stock lines – costly mistakes for an independent merchant.
have demonstrated, the benefits can be extensive, with many reporting
Since implementing the software, Bromley have been able to extend
significant savings on resources and far less duplication of work.
their product lines, now offering a selection of non-core items, alongside its traditional product ranges. Via the cloud, staff can easily access the correct
More at www.ecisolutions.com/en-gb/builders-merchants-
item price without having to source and input the details each time, confident
software/spruce/
Timber Trader UK Magazine
Winter 2020-2021
30
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