DataXstream OMS+ Use Cases & Application: Counter Sales

Up until recently, The Tile Shop was still tracking its’ customers in binders and doing manual follow ups for their counter sales.  Eventually the specialty retailer of man-made and stone tiles found it hard to determine the number of customers it was losing compared to gaining.  With customers in 143 stores across 31 states, it was difficult to keep track of follow ups, leading potential customers to be forgotten.

As SAP users, the Tile Shop tried to use a Point-of-Sale solution but had trouble integrating it with their order management solution, leading them to utilize only their SAP ERP system.  “We quickly learned it wasn’t the best move.  We wanted to move quickly but what we ended up doing was utilizing VAO1, VAO2, and VAO3 to utilize as our point of sale (POS),” said Dan Brewster, Vice President of Operations at The Tile Shop.

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This became unsustainable as the retailer needed more visibility into the supply chain and a high-performance order management solution to meet their growth and performance goals.  In turn, this lack of organization and simplicity within their business was causing a poor customer experience.

“Looking back and talking with developers that helped us, we found out it wasn’t scalable and would make upgrades challenging to say the least,” Brewster said.  “We had a need for a different POS and wanted something that wasn’t necessarily designed for us and worked with SAP, designed for retail, and scalable.”

The Tile Shop was in search of a fix that would integrate seamlessly with their current systems.

With the onboarding of DataXstream’s OMS+ in 2022, The Tile Shop was able to leverage the power of their current SAP system.  SAP provides users with an immense amount of information, OMS+ simply makes it easier and quicker to access, cutting down on the time spent on order processes.  With the addition of this cross-channel order management solution, The Tile Shop could finally have real-time interaction with their supply chain, insights into call centers and products, and reduce their system support costs, keeping their day-to-day operations running smoothly.

Since adding OMS+ a year ago, The Tile Shop has reported improvements in inventory utilization and accuracy, customer, and employee experiences, and eliminated manual processes.  “OMS+ has helped the staff have the ability to obtain receipts that were given to customers and the information on the receipts at the time, ” said Brewster.  “It also gave managers a collective area to monitor team follow ups to ensure customers are being serviced well.”

And, because of automating the tasks in the paper binders, customer follow-up has doubled.  OMS+ gives CSRs more flexibility when working with customers.  Unlike SAP, OMS+ allows users a seamless connection between desktop computers and tablets.  The streamlined operations allow the distributor to provide better customer service with easier access to customer info, automated order processing, and faster and more accurate delivery.  All bringing about increased employee and customer satisfaction.  “We continue to have opportunities with MOS+, ” Brewster said.  “There are things we need to focus on to make the product better for our needs, but knowing partners like DataXstream can come up with viable solutions is an important call out.”

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