Why SAP?
The Tile Shop
• Existing investment in intelligent infrastructure for ERP using SAP S/4HANA® • Advanced cross-channel order management functionality and flexibility offered by OMS+ Cross-Channel Order Management Solution by DataXstream, an industry cloud solution from SAP available on the SAP® Store site • Ease of integration of the order management tool with its existing SAP software landscape • Support for better customer service through increased visibility, with individual customer landing pages simplifying access to sales, communication, and account information
Retail | United States
Industry Cloud Solution
Industry Cloud Story
1% – 2% Increase in sales conversions
$4M – $8M Increase in sales revenue expected
Elevating the Sales Experience by Integrating Order Management with Advanced ERP
Offering marble, travertine, granite, and slate tiles alongside ceramic, porcelain, glass luxury vinyl, and cement products, The Tile Shop LLC is a leading specialty retailer of natural stone and man-made tile products. Operating 143 stores and five distribution centers across the United States, the company also has an online presence that helps it reach customers nationally. Its product assortment includes over 5,000 tiles sourced from across the world as well as professional-grade setting materials and tools. With a legacy point-of-sale system hindering the delivery of a modern customer experience and requiring sales associates to use manual processes to track orders and follow up with customers, The Tile Shop was losing sales. Looking for a better way, the company sought to embed a cross-channel order management tool with its advanced ERP.
~100% Of customer interactions expected to be followed up
2x Increase in customer follow-ups
Challenges
• Low employee productivity & customer experience/ satisfaction • Lack of standardization & automation
Outcomes
• Improved employee productivity and customer experience/ satisfaction • Improved decision-making • Expand business networks and collaborations
“Using OMS+, an industry cloud solution from SAP, embedded with our advanced ERP, we’ve doubled our customer follow -up rates and are seeing an uptick in conversions and associated sales revenue”
CIO, The Tile Shop LLC -Christopher Davis
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