commasNot only has the Portalink™ system made our order entry team more productive, they like using the system as well.ending-quote

MARK NEWMAN | GENERAL MANAGER | ROKSET

THE CHALLENGE

  • Rokset is a family owned business supplying painting and decorating applications and accessories to customers across Australia.
  • Rokset builds long-term customer relationships through the delivery of quality products and service; central to this is a commitment to reliability and responsiveness.
  • Rokset currently processes a high number of ‘paper’ purchase orders from non-EDI compliant customers.
  • In order to maintain its competitive advantage, Rokset is focused on operational solutions which generate efficiency gains and enable Rokset to redeploy capacity into those activities which underpin its customer value proposition.
  • As such, Rokset was particularly drawn to the operational efficiencies it could realize through implementation of the Portalink™C-Suite solution.

THE SOLUTION

  • Portalink™C-Suite provides Rokset with an automated and integrated solution which captures purchase orders emailed by customers and converts them into electronic data before exporting them to Rokset’s ERP system, thereby creating a virtual EDI environment for their non-EDI customer.
  • Portalink™C-Suite reconciles the data between Rokset’s ERP and its customers, enabling purchase orders to be checked automatically and then cleansed, when discrepancies are identified.
  • Portalink™C-Suite ensures that the highest levels of data security are maintained and that its data mapping process is fully functional.
  • Rokset’s implementation of Portalink™CSuite proved to be non-invasive and effective; in addition, the system is intuitive and easy to learn.
  • Portalink™ encourages Rokset to provide regular user-experience feedback, which is used to further enhance the system and provide even greater utility to Rokset.

THE OUTCOME

  • Order accuracy has improved, which means less time wasted on problem resolution, improved dispatch and delivery efficiency and a greater level of reliability.
  • The capacity within the existing Customer Service Team has been redeployed, with less time spent on manual processing activities, and more time spent on direct customer enquiry/service activities.
  • Portalink™C-Suite generates a new level of business performance reporting and this intelligence enables Rokset to more readily identify business growth challenges and/or opportunities.
  • The increase in automation has resulted in a reduction in the use of paper and printers, as well as filing space, helping Rokset create a more environmentally sustainable business.

THE BACKGROUND

Rokset Industries P/L is a family owned business that has been supplying painting and decorating applications and accessories to trades-people and DIY enthusiasts since 1923.

Rokset is uncompromising in its commitment to deliver quality products and quality service to all its customers; and at the heart of this lies an absolute focus on reliability and responsiveness. It is this focus that enables Rokset to build long-term, sustainable customer relationships. Rokset views Portalink™C-Suite as a solution which helps them to focus on the key ingredients of its value proposition.

Rokset is leveraging Portalink™C-Suite to capture purchase orders emailed by its customers, convert them into electronic data, check and cleanse the data to ensure accuracy, create an EDI compliant file, then electronically map and import the information to Rokset’s proprietary ERP system – effectively creating a virtual EDI system. At the present time, Rokset is averaging close to 250 transactions per month with Portalink™C-Suite. Rokset now electronically processes approximately 250 transactions per month, that were previously manually entered.

PORTALINK™ IMPLEMENTATION

Rokset quickly discovered that there were no issues with data security and that the ability for Portalink™C-Suite to capture, check, convert and map orders worked very effectively. In addition, the system proved to be user-friendly and intuitive for the Customer Service Team, establishing fast adoption and advocacy amongst staff. In summary, the implementation was simple, non-invasive and effective.

Rokset discovered that Portalink™C-Suite quickly demonstrated that there were no issues with data security and that the ability to capture, check, convert and map orders worked very effectively. In addition, the system proved to be user-friendly and intuitive for the Customer Service Team, establishing fast adoption and advocacy amongst staff. In summary, the implementation was simple, non-invasive and effective.

THE PORTALINK™ EFFECT

As a result of implementing Portalink™C-Suite, Rokset has been able to realize benefits across a range of critical dimensions:

ENHANCED BUSINESS PROCESS
Order accuracy has improved, ensuring customer expectations are now met with much greater frequency. The process of order placement and shipment is now more streamlined, simultaneously increasing distribution efficiency and reducing the cost of errors and problem resolution.

IMPROVED BUSINESS INTELLIGENCE
Portalink™C-Suite has generated greater insight into Rokset’s business performance as a result of the system’s ability to analyse data and chart performance at a granular level. This has helped Rokset to identify real opportunities and/or challenges and incorporate this knowledge into its business planning process.

IMPROVED RESPONSIVENESS/RELIABILITY
Rokset’s Customer Service team now spends significantly less time on manual processing activities, including printing and filing customer paperwork. This extra capacity has been redeployed into direct customer relationship activity, improving service responsiveness and supporting sales growth.

IMPROVED CUSTOMER FOCUS
Increasing the accuracy and reliability of Rokset’s purchase order process has translated into a deeper level of trust towards the Rokset brand; this has helped Rokset to develop an even greater level of engagement with its customers, from which additional business growth opportunities have been targeted.