Tribridge and The SCOOTER Store Mobilize Customer Service

Published: August 19, 2013

About

The SCOOTER Store serves disabled seniors by providing power mobility products including scooters and power chairs. The company operates over 70 locations in 48 states. The SCOOTER Store was named National SCOOTER Dealer of the Year for 2003, was number 61 in Inc. Magazine’s Top 500 fastest growing privately held companies in 2003 and was number 58 in Fortune Magazine’s top 100 places to work.

Business Situation

The SCOOTER Store, Inc. (The SCOOTER Store) is the nation’s largest provider of power wheelchairs and scooters. Headquartered in New Braunfels, Texas, the company prides itself on impeccable customer service before, during, and after the sale. Their devotion to customer service has made them one of America’s fastest growing privately held companies.

The SCOOTER Store attributes its fast growth to its excellent customer service, but in 2003 a serious problem was looming: their application infrastructure could not keep pace with their high growth rate. Specifically, their software systems, a collection of in-house developed software and application packages were not integrated and data had to be re-keyed from application to application in the course of recording a sales event. The manual processes associated with processing an order were extremely inefficient and prone to errors and this was jeopardizing the company’s ability to fulfill their corporate mission of providing freedom and independence to people with limited mobility.

Business Benefits

The project dramatically improved cycle times in processing a prospective customer from intake to final disposition. Once a prospective customer was pre-qualified the order is electronically transferred from the intake and prequalification systems into the Great Plains sales order processing subsystem. Further integrations between the Distribution Fulfillment System shrunk their post-delivery billing cycle from two weeks to less than 48 hours. The Distribution Fulfillment Systems fills orders quickly and accurately, and is fully integrated with Great Plains financials. Initial estimates are for a net accumulated benefit of between $600,000 and $1.5 million after 36 months.

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