By Business Need
The Handshake Difference
Delivering the definitive B2B Commerce Platform
Solving real business challenges
Ensuring a fast, painless transition to mobile sales order management for Tin Shack’s sales, customer service, and IT teams.
Recognizing the Need to Change
Tin Shack’s previous methods of order writing, processing, and fulfillment will probably sound familiar to many wholesale businesses, regardless of size or industry. Order writing was done with a paper order pad, and field sales reps would have to take time after a busy day to enter them into an excel spreadsheet, which was then emailed to the back office.
In the back office, orders would come in via email, fax, and phone calls. Inventory information was never available, and order submission delays were common, resulting in an abundance of backorders.
Understandably, there’s always some trepidation for all businesses looking to transform core business processes with technology. A key part of a successful implementation is for all stakeholders to understand the key reasons for change.
The reasons were clear to Tin Shack’s Communications Manager, Kimberly McDermid. “I’ve personally been a rep myself, and there’s nothing worse than coming home after a long day on the road and putting in orders.” With a paper trail miles long and time sunk into order re-entry, McDermid and the Tin Shack team knew that there had to be a better way.
Finding a Great Partner to Guide the Transition
Handshake’s Customer Success team believes a great onboarding experience is designed to help new users not only begin using a new technology as quickly as possible, but also to really understand how it works. It goes back to the “teach a man to fish” parable––only true understanding creates a lasting impact.
We’ve found that a combination of brief video tutorials, knowledge base articles, and one-on-one guidance from a customer success specialist is the most effective mix to help new users onboard Handshake as quickly and painlessly as possible.
Modern Learning Techniques and Personal Guidance Speeds the Process
At Tin Shack, McDermid wanted to help the company get past their paper trail days sooner rather than later, and quickly saw the benefits of this mix between self-directed learning and guided consultations with her designated Customer Success Specialist at Handshake, Stephanie.
“Stephanie guided me through the entire process. I like to see what the big picture looks like––to understand how everything really works. I need to know how to answer my internal team’s questions, and the video tutorials were so easily laid out. Going through it step by step made the whole process a lot easier.”
The end result? Stephanie and Kimberly got the entire Tin Shack team up and running quickly, realizing great results from dramatic improvements in selling effectiveness and order fulfillment efficiency.