Nuun needed to standardize order submission to increase operational efficiency and reduce the strain of growth.
The majority of Nuun’s sales reps are now placing orders on their mobile app instead of email.
Nuun can now ship orders within 10 minutes, rather than 24 hours.
Nuun has seen average order size and frequency of ordering increase.
As Nuun began to scale rapidly, they were facing many of the operational challenges that commonly accompany growth. The majority of orders came into their back office via email, PDF order forms, or Excel spreadsheets, requiring the Nuun team to then manually re-enter each order directly into Netsuite, their ERP. Nuun was facing issues with order fulfillment, order accuracy, and backorders. A lack of access to inventory availability meant that buyers would place orders for items that were out of stock, causing a lot unnecessary back and forth communication.
To encourage adoption and ease the transition into a new workflow, Krumm held her own training session for the team. Now, several months after launching Handshake Rep, the majority of reps are placing orders through the app instead of emailing orders. Because reps place orders for their customers based on access to accurate inventory availability, they’ve eliminated the need to communicate back and forth with buyers after the order has been placed.
Nuun has also seen dramatic improvements in order fulfillment speed. Leveraging Handshake’s turnkey Netsuite integration, the connection between their core systems was up and running quickly. A company that has always remained committed to an exceptional customer experience, Nuun historically shipped orders in under 24 hours. With the Handshake-Netsuite integration in place, orders can now be shipped out within 10 minutes.
At that time, orders coming in directly from customers were also being emailed into the back office. And just like sales rep orders, these customer orders often required several rounds of back-and-forth communication before they could be placed successfully. Nuun was hoping to automate the process by giving their customers a self-service way to order online 24/7.
Because Nuun’s data was already uploaded to the Handshake backend, switching on access to the eCommerce portal and notifying customers was quick and easy. They also employed several marketing tactics to communicate the new portal, such as through custom email signatures and links to the new site from their old ordering form. Nuun’s online ordering enforcement policy has been met with little to no resistance, resulting in larger, more frequent orders.