Dal-Tile has transformed its customer lifecycle process while improving order visibility and tracking.
Sterling Commerce, an AT&T Inc. company, recently
announced that Dal-Tile Corp. has deployed Sterling Order Management at its
250+ stores. The Sterling Order Management solution, part of the Sterling
Selling and Fulfillment Suite, improves the customer experience by enabling
Dal-Tile to more effectively manage its end-to-end customer lifecycle process,
implement innovative order visibility capabilities and improve inventory
management at the store level.
“Our legacy system has been operating for over 20 years, and although it
adequately met our needs, it lacked the flexibility to handle Dal-Tile’s
changing business needs as we expand what we offer and the customers to whom we
sell,” said Rick Odorico, general manager of Dal-Tile Business Operations.
“Sterling Order Management will take our company to a world-class level of
customer service in the near term and for many years to come.”
Sterling Order Management orchestrates the end-to-end
enterprise order management process to improve cross-channel efficiencies and
customer responsiveness. It replaces Dal-Tile’s legacy solution and provides
the company with more accurate tracking of order status, greater order
visibility across the supply chain, and simplified order fulfillment and
Managing inventory is complex for Dal-Tile, which offers its customers multiple options for product delivery, including
pick-up, ship-out, pack-and-hold, transfers and direct-ship orders. By
functioning as a central order hub, Sterling Order Management aggregates
inventory information across multiple systems to improve inventory utilization
and reduce lost sales due to out-of-stock situations. Better inventory
visibility also enables Dal-Tile to use partners and vendors in fulfilling
customer orders more efficiently. In addition, the solution provides flexibility
based on each local store’s needs, allowing Dal-Tile to view, maintain and
cancel orders at a store level, or even have one store become a replenishment
point for another location.
As a result of more efficient processes provided by the new system, Dal-Tile
has also improved its pricing and margin management. Dal-Tile is able to
optimize pricing for its customers, providing them with more flexible options
and expediting the process of order entry.
“Like many manufacturers, Dal-Tile has seen its customer base and supplier
processes change dramatically,” said Richard Douglass, global manufacturing
industry executive at Sterling Commerce. “By leveraging a flexible solution
like Sterling Order Management, Dal-Tile has transformed how it works with its
customers and suppliers to implement innovative processes that enable the
company to not only improve customer service, but to do so while dramatically
more information, contact Sterling Commerce (America), Inc., 4600 Lakehurst
Court, Dublin, OH 43016-2000; call (800) 876-9772 or (614) 793-7000; fax (614)
793-4040; or visit www.sterlingcommerce.com. Dal-Tile can be reached at 7834 C.F. Hawn Freeway,
Dallas, TX 75217; (214) 398-1411; or online at www.dal-tile.com.