Background
In an industry not always known for its use of information technology, Biz Collection stands out.
For over a decade now, the company has used technology to streamline business operations, creating an easy, accurate and paperless business process for clients.
“The only piece of paper we now print is the invoice at the end of the process. We take orders in any format, via web, fax or email. The orders are processed through our financial system which interfaces to our other software systems. From the original point of data entry, no other data input is required.”
Frank Fuller - National Operations Manager, Biz collection
Biz Collection is a New Zealand-based wholesaler of low-cost, high-quality garments such as woven t-shirts, polo shirts and business workwear. One of the largest suppliers of apparel to the Australasian market, it stocks around 15,000 items and has a 4,000 strong client base ranging from large companies to sole traders, from retailers and promotional product suppliers to embroiderers and silk screen printers. Biz Collection maintains distribution centres in Auckland, Melbourne, Sydney and Vancouver.
The Challenge
The size of the operation is enormous, with one aircraft hangar-sized warehouse requiring 200km of warehouse bin labels. Given the company's growth, management wanted to ensure their existing software solution would satisfy their changing needs.
“At that stage, we decided to stay with the same system. We had made the investment and it was more than flexible enough to suit the business as it developed. A major focus was to smooth the supply chain; since that date we have been actively working on developing and extending the system,”
Frank Fuller - Operations Manager, Biz Collection
The Solution
Fuller began by logging any system issues and prioritising all future development work into a wish list. Then, working with Wedoo, the company began working through the list, addressing each item.
Biz Collection has built up smart supply chain processes. A two-way electronic interface to suppliers allows them to respond to orders with confirmation of manufacturing availability and timing, then updating with progress on completion, despatch, arrival and customs clearance. This partnership with their suppliers means Biz Collection are in constant communication with their suppliers, allowing them to maximise both efficiency and customer service. ETA visibility can be used both internally but also online by customers when placing orders through the Biz Collection web store.
Customers normally enter orders via the web sales engine. If a customer order cannot be supplied from a single warehouse, Wedoo enhanced the system to handle this as a single order for the customer, despite being shipped from multiple locations, creating the transactions for a single seamless customer transaction. With data from the web store connecting to the financial system in real time, customers are assured that they are always dealing with accurate and up to date information.
At despatch time, the warehouse management system integration controls the creation of consignment notes and automated generation of invoices and manifests, thus removing the opportunity for errors, and eliminating many manual processes.
The wish list provided Biz Collection with the benefits of a large system without the price tag.
“We continued down that path until we got to the bottom of the list. This delivered both the required system stability improvements, but as importantly, most the wish list stuff, such as a paperless office & warehouse and improved automation.”
Frank Fuller - Operations Manager, Biz Collection
The Results
Fuller explains that the typical Biz Collection customer experience has greatly improved.
“We have less than half the number of customer service people that we used to have. This is because we get the orders right, send them out on time and that leaves no reason for follow up calls. There are less exceptions, so fewer customers have a reason to ring us. We didn’t necessarily set out to achieve a reduction in customer service staff, but by getting things right and improving our accuracy, it’s been a natural outcome.”
Working with Wedoo and ensuring the right ERP solution is in place has allowed Biz Collection to expand internationally. The business has substantially increased efficiency using fewer staff while delivering a better customer service experience. Using a strong and stable business system has provided the flexibility to grow with their requirements and proven in use.