Established in 1992, Rhino-Rack has been manufacturing and supplying high quality and innovative roof-rack and vehicle storage solutions to customers in the USA, Australia and additional 24 overseas markets, for well over 20 years.
Rhino-Rack provides solutions to a diverse customer base, with a wide range of needs. From trades-people requiring heavy-duty storage and transport solutions, to sports-people needing to transport bulky gear, to outdoor enthusiasts looking for the next adventure, Rhino Rack is committed to providing quality products at an affordable price, underpinned by expert customer service and support.
In addition, Rhino-Rack is very committed to sustainability and minimizing any negative impact it might make on the environment.
Innovation is a key element in the Rhino-Rack customer value proposition and as such, Rhino-Rack is constantly looking for new ideas and opportunities to increase operating efficiencies and to reinvest these savings into the development of new business – through emerging markets, new products and stronger customer relationships. The benefits promised by the Portalink™AnyOrder solution aligned perfectly with this strategic goal.
The challenge
Rhino-Rack is a manufacturer and supplier of roof-racks and vehicle storage solutions.
Rhino-Rack has customers in the USA, Australia and an additional 24 overseas markets. Innovative products at affordable prices are the key elements of Rhino-Rack’s Customer Value Proposition.
When initially deployed, Portalink was integrated with Rhino-Racks Exonet ERP system. Rhino-Rack later migrated their ERP to Netsuite. Prior to the implementation of the Portalink™AnyOrder solution, Rhino-Rack employed 7 x Customer Service Reps to process approximately 6,000 purchase orders per month. The team was stressed, particularly at peak times, frequently working weekends and long hours of overtime.
In an environment of rising costs, Rhino-Rack is constantly looking for efficiency gains, so that it can continue to invest in business development initiatives and maintain its competitive edge.
The outcome
Greater accuracy within the purchase order process has reduced the level of human intervention required by Rhino-Rack to resolve discrepancy issues.
Rhino-Rack was able to rapidly redeploy the equivalent of six of the seven people in their Order Entry Team into value-add customer-centric activities. Expensive overtime became a thing of the past. By having their resources focussing on higher value Customer Service activities, Rhino-Rack was able to exceed aggressive annual growth targets of 20% year-on-year. Dropped Customer Calls and wait time significantly reduced with more than 95% of all calls answered with a wait time of less than 20 seconds. Even after more than doubling the size of their business, Rhino-Rack were able to manage order processing with one FTE.
Portalink processes 99.6% of Rhino-Rack orders. Costly errors and duplicate orders were eliminated. Trust in the system and Zero-Touch auto exports enabled Rhino-Rack to accelerate order turnaround to an impressive > 99.3% same day processing.
Synchronization of Material and Customer Data files solved a big problem with incorrect codes.
An unexpected side-benefit was a significant decrease in paper and printer usage and a filing space, which was less disruptive for the Customer Service Team and also more environmentally sustainable.
Rhino-Rack has saved millions of dollars since deployment and the Portalink system has paid for itself many times over, enabling Rhino-Rack to re-invest in its product development and accelerate global market growth strategies.
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Portalink effect
Implementation of Portalink™AnyOrder has enables Rhino-Rack to:
- Capture purchase orders emailed by its customers
- Convert them into electronic data
- Check and cleanse the data to ensure accuracy
- Electronically map and import the information into Rhino-Rack’s proprietary ERP system, enabling each order to be processed automatically
