1. Reducing cost and complexity with a single unified platform
WHO IS ELIJAH produces its eau de parfums at its warehouse in Sydney using ingredients from all over the world. Each bottle is hand-filled and shipments are sent out to consumers and wholesalers.
Orders and relationships for the retail and wholesale businesses were managed through different sets of manual and siloed systems. WHO IS ELIJAH consequently struggled to keep up with demand and accurately forecast for sales and inventory.
“We were really struggling with management of our wholesale channel, orders, and inventory. That was the key trigger for us to say, okay, stop, what do we need to do here,” said Adam. “The business was still young and small, but I wanted to ensure we were ready to handle the volumes that would come through in the future.”
WHO IS ELIJAH initially considered a few point solutions. however, the brand ultimately decided to use Salesforce, preferring to manage everything from one platform.
“I didn’t realise the extent to which Salesforce could essentially stitch these different capabilities together, and that made it a really good choice for us in the end,” said Adam. “It was an investment for us as a small business, but it’s now saving us almost 3x what we put into it. Salesforce has become the beating heart of our organisation. It drives our workflow and allows us to see all our customers, orders, inventory, influencers, and suppliers in one place.”
2. Creating a clear vision of the future state
WHO IS ELIJAH partnered with strategy and technology consulting firm, Arcturious, to run series of human-centred discovery workshops using principles from Design Thinking. They got deep into the brand, its values, and what the ideal future state looked like. With this knowledge, Arcturious mapped out a solution to simplify and automate operations.
Implemented in six weeks, the solution includes streamlined order management for both wholesale and retail customers. On the wholesale side of the business, orders come in via email. These emails create a case in Service Cloud which drives fulfillment and triggers invoicing through Xero. Retail orders come in directly via eCommerce sites before being routed into Salesforce with the help of Zapier and IDA Connect. Salesforce Field Service then orchestrates order and inventory management along with Arcturious’ Order and Inventory Management Accelerator.
“There was a lot of time and effort put into the implementation, but it was a thoroughly enjoyable experience with a perfect outcome,” said Adam.
3. Automation helps increase productivity and reduce waste
WHO IS ELIJAH can now view and manage all its orders in one place and has streamlined processes like fulfillment. For example, instead of wasting time sorting orders and printing labels from multiple systems, it can start each morning with a single list in Salesforce of all orders to be sent.
The brand has also automated contract generation. Contracts for new wholesalers are now created and sent in just two clicks using Salesforce and DocuSign from the AppExchange. The process is much more efficient, saving up to one or two hours a day depending on volume. There’s also complete visibility of contracts, meaning anyone in the team can step into help manage these.
Process automation has increased productivity and helped the brand scale to manage a 500% increase in direct to consumer sales in just six months. At the same time, it’s reduced warehouse administration by up to two and a half hours each day while driving down errors. The brand estimates savings of $6,000 per month alone as a result of increased accuracy in packing and shipping orders.
WHO IS ELIJAH also estimates an annual saving of $240,000 in time and costs related to inventory and wholesale management.