Discover how Carhartt’s IT and Business teams collaborated to improve the customer experience, accelerate the adoption of Salesforce, and integrate Salesforce and SAP® faster.
90% faster implementation time
25% faster customer service call resolution time
50% increase in first time customer service call resolution
More than 130 years after its founding, Carhartt remains a family-owned business that began in 1889 with the production of overalls via two sewing machines in a Detroit loft. Today, the company has grown into a well-known, trusted, and global brand that manufactures and sells durable workwear in stores and online. Carhartt’s success can be attributed to its founder, Hamilton Carhartt, and his ability to recognize the importance of conducting market research to create products that truly fit customers’ needs.
In today’s digitally disrupted and constantly changing world, that same relentless focus on the customers’ needs and quality of ingenuity is serving the company well. Carhartt has recognized steady growth over the past few years and is in the midst of a digital transformation to build for the future.
Headquarters: Dearborn, Michigan
Industry: Apparel Manufacturing
Solution: SAP Customer 360 by enosiX
As part of their digital transformation initiatives, Carhartt’s Business and IT teams determined it was important for customer service and sales representatives to be informed on customer preferences and purchasing habits, and that they are able to view the most up-to-date and accurate information in a single application.
“We struggled to gain a singular view of the consumer — a consumer that comes into our retail store or a consumer on our website. We need to be able to see what they’re buying, what their tastes are, their order history, and how we can market to them.” – Chad Poe, Senior IT Manager at Carhartt
Carhartt invested in Salesforce to build a customer repository, storing contacts and critical information for employees to leverage in their day-to-day work. The IT team rolled out Salesforce with speed and agility, continuously delivering value to the business and remaining tightly aligned to their business objective of creating a complete view of the customer in a single application.
Carhartt selected enosiX to help drive adoption of Salesforce by viewing customer information from SAP, as well as to reduce the number of applications employees use when interacting with customers. During the selection process, it was critical for Carhartt to deploy an integration technology that worked with SAP Apparel and Footwear Solution (AFS), an SAP solution for the Apparel industry that features additional functionality around sizing (grids), product categorization, and seasonality.
enosiX also enabled the team to continue to focus on high priority goals without getting bogged down in the building, mapping, and maintaining of an integration.
“[In order to integrate SAP and Salesforce] we’d have to design, build, and implement. There would be SAP outputs, middleware mapping, the building of the integration pieces in Salesforce, and testing … then, there would be supporting the integration and any changes, issues, or enhancements. Those things take a long time.” said Chad.
enosiX accelerated our implementation plan by nine months.
VP, Solution Delivery IT, Carhartt
“We started with the enosiX integration to build out the wholesale customer information from SAP into Salesforce. As we did that, we found the need to see additional information that sits in SAP, specifically sales information like Order History and Order Status,” Chad Poe said.
Carhartt can now view customer information that was previously held in SAP from within Salesforce, as well as pertinent real-time information that can better inform customer service representatives and help them to assist customers with ease.
“It’s a big win for the customer service team to be able to see accurate information in Salesforce without going to a different screen, logging into SAP, searching for the customer, etc. It saves several minutes on a call,” said Chad.
“Having everything within Salesforce has made the process of assisting customers much easier on our associates. After implementing enosiX, we experienced an increase in efficiency by reducing the amount of time spent switching between screens.” – Ryan Needham, Operations Performance Manager at Carhartt
Not only has the enosiX integration streamlined processes and saved time internally, but it has also enabled Carhartt to continue to deliver on its focus on serving the customer.
“Customers are very happy when we can reduce the amount of time they spend on the phone,” Ryan concluded.
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