DocuWare helps improve the quality and accuracy of each customer order by giving vendors self-serve access to only the final artwork and relevant customer notes, eliminating confusion and potential delays. Rawlings’ purchasing department works with vendors to make sure they have enough raw materials for each order. Due to short lead times for playoff games and materials constraints, Rawlings often splits one order between two suppliers. Items need to be identical and with DocuWare in place, the company is able to give each supplier access to the information to make that happen.
A photo of each team’s finished uniform is added to DocuWare before shipping to the customer. If a customer calls with a question or complaint about a uniform, the customer service rep can quickly access an image of the uniform and have a better, faster conversation with the customer instead of reading art placement descriptions. The adage “a picture is worth a thousand words” is true for Rawlings.
“The information in DocuWare raises the quality of our customer interaction and allows us to respond faster,” said Sally Vandegrift Yeast, Vice President of Customer Experience & Analytics for Rawlings.
Rawlings does a lot of repeat business, so when a team orders a few more uniforms for their new players they absolutely must match the existing uniforms. It is essential that the correct information be readily accessible. With DocuWare in place, the vendors have immediate access to the artwork used for each order.
“The relationship with our vendors has improved because we now have a consistent and reliable way to communicate order information. We’ve found that better vendor relationships supports better customer service,” said Yeast.
Having great success after their initial use of DocuWare, Rawlings began to expand their use of in the solution in creative ways. For example, when a new customer calls to order a uniform, the customer service team can quickly do a search in DocuWare and pull up several examples of other orders with a similar logo. Being able to share art mock ups of different versions really helps new customers see what they want or don’t want when ordering their own uniform.
“It was hard to imagine all the benefits we gained by moving to DocuWare, until we implemented the solution. I can’t tell you how much help it is to be able to search for information in more than one way,” exclaimed Yeast.