DOW Electronics has over six decades worth of experience as an electronics distributor in 19 states. This family-owned business specializes in consumer electronics for a wide range of retailers across the nation. Offering a vast and ever-growing selection from the top brands while providing same-day shipping across seven distribution centers has made Dow Electronics one of the leading companies within its industry.
Business Challenge – Lack of Technical Support
DOW Electronics began using Microsoft Navision(NAV) 2009 in 2014 due to its customizability, competitive pricing, and ease of use for employees.
Initially, NAV was meeting their needs, but customer service eventually began to decline after another company acquired it, and it underwent several transitions of key staff members.
Eventually, customer support requests began to accumulate. DOW upgraded to NAV 2017, but the company was experiencing several technical issues in implementing modifications on time. These delays made it difficult for DOW to adapt to the market, as it was time to begin looking for a new partner.
DOW was seeking a partner to respond quickly to support requests, as they needed to know the status of all deliverables. The company also needed a partner to focus on catching up with pending support requests to fully enable employees to fully take advantage of Microsoft Dynamics NAV 2017.
Introducing and recommending independent software vendor solutions was crucial in meeting business needs without requiring any additional code. Moving beyond support requests to utilizing new features was also important for implementing new ideas to serve each customer better. Finding the proper support was essential in fully using the NAV system.
DOW interviewed Innovia Consulting due to a prior connection with a few consultants and on-staff developers. This interview process focused on ways for DOW to grow and use existing resources at Innovia to meet their needs best.
Technology Solution – Working With Innovia Support Team
Innovia’s support team immediately began working through the backlog of support tickets. Within a few weeks, 80% of the support tickets with NAV 2017 were resolved.
Aggressively handling these backlog requests was a major benefit for DOW, as the support team at Innovia resolved the remaining 20% of backlogged support tickets within the next six months.
Afterward, Innovia began working with DOW on more significant projects, such as a solution for making instant rebates faster and more flexible for clients. Each retailer handles manufacturer rebates differently, as DOW needed to find a solution to adapt and keep track of these requirements for each client. This system is specific to the different needs of consumer electronic distributors, as it’s designed to streamline the entire process and improve efficiency.
Another major project focused on implementing a new customer loyalty program. The system was designed to award points based on what DOW’s clients purchased. Once enough points are accumulated, these customers can redeem them for various rewards. Developers at Innovia are creating a NAV system to implement this customer loyalty program fully.
DOW is now fully utilizing the NAV 2017 program due to an empty customer support backlog and the implementation of new projects in the near future. The company is also fully confident in using this technology with the help of Innovia. Being available and responsive to questions has created a lot of trust and confidence between DOW and Innovia. A focus on customer support is one of the main reasons why the partnership with Innovia is a breath of fresh air, especially if you compare it to their previous collaboration with another company.
Innovia’s responsiveness is one of the main reasons why DOW has kept up with consumer demand. The e-commerce platform went from nothing to nearly a third of its overall business model within about five years. Innovia kept everything running smoothly while always offering a helpful support system for any technical issues.
Today, DOW is confident in its partnership with Innovia due to its communication, past accomplishments, and professional expertise. Using the NAV system has made it possible for DOW to meet the needs of their customers better, while Innovia is always available to offer support and implement upcoming projects.