Is Your ERP Ready for the Age of Personalization?

Editor's Notes

• #2: Good Morning and Afternoon everyone, and welcome to today's webinar sponsored by Rootstock Software. Today we will have a candid discussion with Stuart Kiely, Vice President of Digital Strategy, at Matouk & Co.   Stuart, an innovative Rootstock Cloud ERP user, will respond in detail to direct questions including: How do they excel in both product and customer service personalization?
• #3: INTRO SCRIPT:   Before we get started, I’d like to go over a few items so you know how to participate in today’s event. We've taken a screen shot of an example of the Attendee interface. You should see something that looks like this on your own computer desktop in the upper-right corner. You’re listening-in using your computer's speaker system by default. If you prefer to join over the phone, just select “Telephone” in the Audio pane and the dial-in information will be displayed. All attendees will be on mute throughout the presentation. You’ll have the opportunity to submit text questions to today’s presenter by typing your questions into the Questions pane of the control panel.  You may send in your questions at any time during the presentation; we will collect these and address them during the Q&A session at the end of today’s presentation.
• #4: ABOUT OUR PRESENTERS : Stuart Kiely is the VP of Digital Strategy at John Matouk & Co. Stuart oversees all internal and external digital initiatives required for Matouk to meet strategic objectives. These include Matouk’s eCommerce business, mobile technologies, the company’s cloud-based ERP infrastructure, business analytics and other digital platforms. Tom Brennan is Rootstock’s CMO. Tom has 30 years of professional experience in ERP and business software. He has held many executive roles including being at Financial Force where he was the VP of Marketing. Tom….take it away! . 
• #5: Tom does a very brief intro about the textile industry in Fall River Discusses how the industry went overseas years ago, but that one firm has found a way to carry on the tradition and thriving by using technology and a customer centric approach. Let me introduce you to Matouk’s Stuart Kiely is the VP of Digital Strategy Next slide.
• #6: Tom: I had the pleasure of touring Matouk’s facility a few weeks ago and it is not what I would think of as an old Fall River factory at all. Stuart, why don’t you tell us about the company. Stuart: describes the history of the company, the size of the facility/employees, what the company does in general (details about the products are on the next slide).
• #7: Tom: So tell us more about the Matouk product line: Stuart: describes the product line and any unique challenges it brings such as ensembles. Company has evolved from a traditional wholesaler to sell direct mean we have to relate to customers in a whole new way. Might be good to describe different lines of business: web, big retailers, designers etc.
• #8: Tom: The competition in textiles must be brutal, how would you describe the company’s strategy to compete and win in this environment? Stewart – discusses the business strategy to compete on personalization, customer experience, premium brand. Gives war stories on how they service, want to know everything about customer How they personalize products of different types ranging from monogram to colors, sizes etc. Tom: So with this customer centric strategy in mind what systems did you had in place previously to support this? Stewart: describes the Pre Rootstock and Salesforce environment and the problems that caused them, difficulties encountered After completing the discussion of that they had before….click to the next slide.
• #9: Tom: So you made a decision to make changes and go to the cloud with Salesforce and Rootstock. Can you describe why you chose this approach vs other systems out on the market (don’t have to give names of systems). Stewart: describes high level reasons why they chose Salesforce and Rootstock
• #10: Tom: When we me a few weeks ago in Fall River, you said that you use the data in CRM and ERP to elevate to more personalized customer service, can you give us a little more detail about that. Stewart: One place for everything you need to know about the customer. Opportunities, web pages visited, service calls, projects, delivery status are all in one place No matter who the customer calls, everyone is in position to answer. We know an amazing amount of details of past ordering history, conversations, servicing concerns and outstanding orders. We are in position to out-service the competition. Click
• #11: Tom: Rootstock and Salesforce service and sales clouds are based on the Salesforce cloud platform. Besides those apps, it comes with many other things like dashboards, reporting analytics, workflow, ability to build mobile apps tools etc. Tom will describe the main points on this slide. I know you are going to describe specific things you have done with the platform in a moment, but at a high level, you mentioned that the salesforce platform has allowed you to be creative in how you solved business problems, can you elaborate on that?
• #12: Tom does a little intro about collaboration, Stewart describes what they do.
• #13: Tom: I noticed that ever operator on the floor had an iphone, can you describe what you’ve done here: Stewart describes what they do, how it works.
• #14: Tom: Salesforce has the capability to expose parts of the application outside the company or to a particular group of communities, can you describe what you build for your sales team? Stewart; describes the app, what they’ve gained from it. We were able to reduce call volume by 10x as a result.
• #15: Tom: I often hear about manufacturers trying to blur the lines between their suppliers and themselves, can you tell me what you’ve done with Suppliers. Stewart: describes the Penny Pocket solution, plus any major benefits or advantages
• #16: Tom: If you are in the business of personalization, managing by projects can become much more important. Can you describe why that is, and how you us the Rootstock project manufacturing capability. Stewart: describes how they do manufacturing by project and why it is so important for them.
• #17: Tom: in talking earlier, we talk about how with your old solution you didn’t have much visibility into what really was happening, can describe what you can see now and how you keep an eye on production? Stewart: describes how they have more visibility and use this type of dashboard, what they are able to do now.
• #18: Tom: We discussed how with ERP and CRM together, you can see everything you need to know about your customer, can you describe what you have here for your service people? Stewart: describes the Service console and what they can do with it.
• #19: Tom: We covered a lot of ground, but could you take us through and summarize what you’ve been able to achieve with Rootstock at Matouk. Stewart: walks through these key talking points, does not have to cover every one. Can be highlight discussion with these as backdrop. Tom might prod on a couple of them.
• #20: Q&A SCRIPT:Thank you Tom and Stuart, that was very informative! Before we go to your questions, just a quick reminder this webinar will be posted on our website at www.rootstock.com. And of course after the webinar if you have any further inquiries, please email us at marketing@rootstock.com. We’ll now answer questions submitted during today’s presentation as well as take any new questions – And just a reminder, you can still submit questions through the Questions pane in your attendee control panel. Our first question today is…..  1. How different is the Salesforce cloud vs on premises ERP? (Avalara and Zencraft) 2. It seems like the platform offers a lot of capability, how did you learn about it and train your people on an ongoing basis. 3. How did you go about making the case to management that Rootstock and Salesforce is the direction you wanted to go? 4. Do you have any advice on implementing cloud ERP? have an open mind on new ways for business processes That is all of the time we have today. I encourage you to follow Rootstock Software on LinkedIn, Twitter, Facebook, Google Plus and more for the latest and most important information about Cloud ERP. Follow Rootstock Software on social media! Thank you for joining us today. Today’s webinar is now over.