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This customer was having significant problems with their Amazon store before coming to us. It was processing over 4,000 orders per month, drawing on upwards of 8,000 SKUs (including variations). What’s more, many were listing under different SKUs.
Indeed, this issue was hurting their stock control. Frequently, they were seeing overselling incidents, customer friction which was affecting their Amazon metrics. With monthly sales starting to climb from 4,000 to 5,000, they found themselves in a position where problems they’d been able to handle at a lower sales volume were taking their toll.
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* Information correct as of 19/03/19
Requirements
Selling at point of sale, on Amazon, eBay, and their own website (powered by EKM Powershop), the company had never fully integrated their channels. Overseas sales needed to be fed into their Sage 50 accounting system.
They had been using ChannelGrabber for over two years, but had not been able to reconcile their SKUs to set up live stock control, and were also frustrated that the system didn’t integrate fully to Sage 50.
As part of a major overhaul to prepare for future growth, they chose to move from EKM to Shopify and from ChannelGrabber to Cloud Commerce Pro.
Solutions
The Shopify ePOS system immediately meant that two of their channels could be combined, with in-store and webstore sales handled through the same system. To line these up with eBay and Amazon for full integration, we recognised the need for a new multi-channel SKU assignment system.
Our core system provides a multi-channel CRM with integrated messaging, making it easier for them to respond to customers quickly and accurately. With stock control live, we’d be able to prevent overselling, automate purchase orders to restock, etc. We also replaced ChannelGrabber’s shipping and dispatch support with our own.
Delivery
Delivery was quite a change from ChannelGrabber for the customer. While ChannelGrabber boasts a 5-minute ‘setup wizard’ process, as this customer found out, the result may not fit how you work and, if there are issues (like products with multiple conflicting SKUs) the system can’t help you.
While they’d tried to make stock control work under their old system, they were doing so with little to no support.
Instead, we worked with the customer to help clean their data and set up SKU matching for nearly ten weeks. They sent one of their staff to our Lancaster office from South Wales, where they worked with our integrations team for two days. This was to manually identify SKUs – we needed the customer’s knowledge to pin them down. Once the data was cleaned up, the customer went live.
“We had struggled for years with our stock control and our previous system provider had been unable to help us.
We had a meeting with Cloud Commerce Pro and agreed to sign up to their service. It took us a lot longer than we expected to get things live, in the end our office manager went up to the Lake District and we eventually sorted everything out. I would say that if you have stock control problems and have lots of products across Amazon and eBay then Cloud Commerce Pro and the team will definitely help you to sort things out. We needed to move from Channel Grabber who we had been with for 2 years, we nearly went with a local company in Cardiff but I am glad we chose Cloud Commerce as I don’t think we would have stuck at it without them.
Another thing worth mentioning is that we actually pay less than we paid with Channel Grabber and we now have a full integration with our Sage accounts system.”
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