Furniture Brand
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The Customer
Our client is a large furniture manufacturer offering a diverse range of modern and traditional furniture. Since its establishment in 1986, our client has expanded to over 240 showrooms in South Asia, 115 of which are in India. The client has two offerings; the first is a wide range of readymade furniture such as sofas, center tables, recliners, entertainment units, shoe racks, storage units, beds, dressers, dining sets, cupboards, chairs, and other furniture. The client also made custom furniture, such as modular kitchens and wardrobes, to order.
Our client has 300+ delivery areas in India, 5 lakh customers, and has sold over 70,000 pieces of furniture. The client is known for producing high-quality furniture at affordable prices with outstanding customer service.
The Challenge
Despite our client’s expanding presence in India and fierce competition with several furniture startups, they faced significant technological challenges that hampered their goal of increasing online sales.
Their previous vendor had built a website with static page features, causing our client to contact the web development vendor for even minor updates—whether launching promotions, adjusting prices, or adding and removing products due to stock changes.
The client managed inventory across hundreds of showrooms and numerous warehouses through Excel sheets. When customers visited a showroom, staff had to manually make calls to warehouses in the vicinity to verify product availability. If the nearest warehouse was out of stock, staff would have to call multiple locations and manually calculate delivery dates, forcing customers to wait.
The client faced errors, such as products showing as in stock when they weren’t. This was caused due to outdated spreadsheets. Inaccurate delivery timelines sometimes left customers waiting longer than anticipated. These inefficiencies led to revenue leakage, and issues with overstocking and understocking. It was clear that the client needed a comprehensive overhaul of their website and inventory management system to effectively meet their growth objectives.
The Solution
The Navabrind IT Solutions team invested a significant amount of time mapping the client’s workflows, understanding the client’s requirements and future online sales expectations, and suggested new, well-thought-out workflows.
Odoo ERP modules that were implemented
- Sales Management
- Inventory Management
- Warehouse Management
- Delivery Management
- Customer Service Management
- Financial Management (Payments and Refunds)
- Vendor Management
- Custom Order Management
Website revamp
- Dynamic features: We began by improving the website with dynamic features so the client could update information easily and quickly. We also revamped the layout of the pictures, which are critical for online sales, making it easier for buyers to browse, customize, and order.
Promotions and Price Lists
- The website was updated to display state-specific promotions, festival discounts, and end-of-season offers.
- The system supports multiple price lists for B2C and B2B customers to accommodate various pricing strategies.
Showroom Management
- Configured Point of Sale (POS): Configured PoS at the showrooms for order processing, payment collection (full and partial), order cancellation, and refunds (full and partial).
- Order Handling: The new system ensured orders received through the PoS were processed with 100% payment in advance, including rare cases when customers could make final payments upon delivery.
- Stock Visibility: We provided showroom staff with access to data on inventory across all warehouses within a fixed radius so that they could check stock and plan customer deliveries.
Warehouse Management
- Multiple Warehouses: Implemented warehouse management to handle multiple warehouses with specific configurations for each State.
- Internal Transfers: Enabled a functionality for internal transfer of products between warehouses in a State.
- Inventory Management: Configured the inventory management module to enable tracking of stock levels and created provisions to maintain minimum and maximum stock.
Delivery and Return Management
- Delivery Operations: Implemented features for delivering products conducting quality checks and installations.
- Damaged/Defective Products: Enabled purchase return and replacement processes for damaged/defective products.
- Vendor Repairs: Enabled management of defective product checks, repairs, and replacements by vendors.
- Order Cancellations: Enabled customer order cancellation with options for full or partial refunds.
Customer Support
- Helpdesk: Set up a helpdesk to manage customer issues and support requests.
Procurement and Inventory Forecasting
- Vendor Management: Configured vendor management for product procurement.
- Inventory Forecasting: Implemented forecasting tools for warehouse teams, considering sales history and seasonal demands.
Distribution Centers
- Configuration: Set up 14 distribution centers across Kerala, Karnataka, Tamil Nadu, Andhra Pradesh, Telangana, and others
Order Fulfillment and Lead Time
- Lead Time Management: Configured the ERP to ensure a 5-7 day delivery lead time upon full payment.\
Sales Management
- B2B and B2C Sales: Configured sales processes for B2B (Franchises and Dealers) and B2C sales.
- Credit Management for B2B: We implemented credit limit checks for B2B customers to prevent order processing if the credit limit was exceeded or outstanding payments existed.
Installation Support
- Service Management: Configured services for product dismantling and installation support.
- Role-Based Dashboards: Set up role-specific dashboards for users.
- Training and Onboarding: Conducted training and onboarded new users.
User Group Access
- Admin: Was given full access to the entire system.
- Showroom Users: Were given limited access to check inventory, take/cancel orders via POS, and collect/refund payments.
- Warehouse Users: Were given access to delivery orders and transfer records internally to manage fulfillment operations.
- Delivery Users: Were given access to manage deliveries, unpack, perform quality checks, update feedback, and handle installations.
Vendor Management
- Vendor Registration: Set up processes for vendor registration and approval.
- Vendor Contracts: Configured tracking of vendor contracts and terms.
- Procurement Workflows: Implemented workflows for procurement and purchase orders.
- Vendor Performance Tracking: Set up tools to track and evaluate vendor performance.
- Inventory Restocking: Configured processes for vendor-managed inventory restocking.
- Vendor Payments: Implemented workflows to process vendor payments and track outstanding balances.
- Vendor Communication: Set up communication tools for regular vendor interactions.
- Vendor Compliance: Configured compliance checks for vendor processes and deliveries.
- Vendor Catalog Management: Implemented tools for managing vendor product catalogs.
- Vendor Reporting: Configured reports and dashboards for vendor performance and procurement activities.
Custom Order Management Module Configuration
- Custom Order Entry: Set up fields and workflows for custom order entries.
- Design Specifications: Implemented tools for capturing and managing design specifications for custom orders.
- Quotation Processes: Configured processes for generating and approving quotations for custom orders.
- Order Tracking: Set up tracking of custom orders through the production and delivery process.
- Vendor Coordination: Implemented workflows for coordinating with vendors on custom order requirements.
- Customer Approval: Configured processes for obtaining and tracking customer approvals.
- Customization Costs: Set up tracking and reporting of customization costs and margins.
- Delivery Scheduling: Implemented scheduling tools for custom order deliveries.
- Quality Assurance: Configured quality assurance checks specific to custom orders.
- Custom Order Reporting: Set up reports and dashboards to track custom order performance and status.
Results
