Case study
Big Dee’s Tack and Vet Supply
Retailer leverages RFgen to strengthen customer loyalty and gain an unmatched competitive advantage.
Outcome
Challenges
Galloping Ahead with Digital Transformation
For over 50 years, Big Dee’s Tack and Vet Supply has been providing equine supplies and equipment for individual horse owners, businesses, and clinics across the United States. With a staff actively involved in the equine lifestyle and carrying 300 years of combined equine knowledge, they are committed to delivering affordable products to equine enthusiasts around the world.
When it was time to review their inventory management challenges, Business Systems Manager, Jessica Roslan, saw an opportunity to elevate Big Dee’s customer experience through digital transformation.
Manual processes were slowing operations
Initially, Big Dee’s relied on manual processes for managing their inventory. Operating in a 103,000 sq. ft. warehouse, workers would handwrite notes and then hand key that information into their system.
Jessica explains, “We started on paper with 16,000 SKUs and everybody would have pieces of paper, go around and count locations and return it on pieces of paper, and then we’d have to hand-key that information into our ERP system, which at one point, only allowed one person to adjust inventory at a time.”
With no automation, Big Dee’s had room to improve in modernizing their warehouse.
Poor traceability hurt customer satisfaction
Jessica and her team were ready to raise a new standard of customer transparency. But without traceability, that was difficult to do.
Jessica explains, “When customers would call to ask a question about an order or a missing item, we couldn’t quickly go back and know what box it was or who handled it, or if it was scanned.”
Lack of traceability kept them from quickly fulfilling customer requests.
Outcome
Solution
Transforming processes with RFgen
Jessica knew she’d need a mobile solution flexible enough to adapt to her business operations. And ultimately, RFgen® was the only solution able to deliver. The solution would provide real-time connectivity with their ERP and could be configured to their exact processes.
Business Systems Manager Jessica Roslan explained, “What made RFgen stand out was how nimble the software was. We could tailor it to our operations and quickly make changes when our business changed.”
Knowing they could modify and adjust their solution as their processes changed was a major factor in the decision.
What made RFgen stand out was how nimble the software was. We could tailor it to our operations and quickly make changes when our business changed
Jessica Roslan, Business Systems Manager
Big Dee's Tack & Vet SupplyOutcomes
70% Reduction in Pick and Pack Time
Big Dee’s has seen exciting upticks in efficiency since RFgen® allowed them to:
- Achieve 24/7 real-time visibility
- Eliminate paper processes
- Reduce pick and pack time by 70%
- Gain traceability which grew loyalty among customers
- Grow customer service and loyalty
Lighting-fast picking and packing
Now, when new orders are placed through their mail order catalog, website, or Amazon, Big Dee’s can check out drive-thru orders and perform picking and packing much faster than before using handheld scanners.
Roslan explains, “Since launching RFgen, we save 50%-70% of time performing picking and packing tasks. All of our picking programs guide the person around the warehouse most efficiently so they don’t have to rely on their memory.”
Elevated customer experience
Additionally, when customers call back needing to make changes to a recent order, Big Dee’s can quickly trace that order to provide updates and meet customer requests. This traceability has given their operations the agility and transparency they need to improve brand loyalty.
Jessica shares, “RFgen gives us a lot of insight into what happened with each order, allowing us to better communicate with our customers.”
Same-day shipping guarantee
Another huge benefit is Big Dee’s ability to guarantee same-day shipping for orders placed at a certain time of day—“A business model most of our competitors cannot offer,” Roslan adds.
Drama-free implementation
Roslan also raved about the smooth implementation, sharing, “This has been a very pleasurable experience. I am very satisfied with the entire team, and especially the RFgen solutions consultant who developed our applications.”
With RFgen®, Big Dee’s can spend less time on manual processes, enabling them to shift their focus to driving sales and creating more repeat customers.
Big Dee’s Tack and Vet Supply provides equine supplies and equipment for individual horse owners, businesses, and clinics across the United States. They are committed to delivering affordable products to equine enthusiasts around the world.
