Plumblink’s digitalisation drive continues to deliver very impressive results. It has further streamlined operations and this leading plumbing merchant’s ability to swiftly adapt to an ever-changing trading environment.
The IT Department, which is led by IT and Marketing Executive, Oswald Abrahams, is driving Plumblink’s digital transformation.
“Our existing infrastructure is the backbone for further innovation that will ensure that Plumblink is always able to provide an unrivalled customer experience. This customer-centric culture has enabled us to retain our standing as the first point of contact for quality plumbing products to more than 5 000 loyal customers. Our customer base grows by the day with Plumblink currently servicing plumbers; commercial, industrial and residential contractors; and public sector participants. This is in addition to the quality products that we sell to the DIY market,” Abrahams says.
All Plumblink departments have access to secure, centralised and accurate information in real time. Among other data, it includes sales reports; warehouse stock and supplier positions; and purchase commitments. By facilitating accurate visibility across all departments, Plumblink’s teams can respond immediately so that operations continue to run seamlessly.
The company has also invested heavily into the digitalisation of its warehousing operations. This is considering that they are the hub of its business, both centrally and across Plumblink’s more than 140 stores and nine distribution centres. These facilities stock more than 10 000 products that are sourced from over 600 leading local and international manufacturers. Certainly, they also include Plumblink’s own very popular Plumline range of plumbing products. It is constantly being expanded to cater to the growing demand for cost-effective, yet quality plumbing products.
All warehousing processes are managed using wireless handheld devices and stock movement captured immediately for audit and integrated with other system modules.
This is on the back of sophisticated infrastructure that ensures stores receive correct product timeously, while also providing complete visibility of the growing number of line items from the warehouses across the supply chain.
The centralised distribution solution is based on regional hubs and supports and integrates with the centralised logistics operation.
Plumblink’s investment in this infrastructure has facilitated accurate fulfilment of orders and quicker turnaround times. This has further improved customer service, while also reducing costs associated with returns.
Improved stock accuracy has also enabled better inventory management in warehouses and stores, in addition to more efficient replenishment. For example, the time taken for stock-taking has been halved and is significantly more precise.
Importantly, the system also provides a reliable audit trail to enhance governance, which is especially important for this listed company.
Meanwhile, cutting-edge merchant software enables Plumblink to offer customers a wide choice of trading methods, including phone, email, web interface and even fax.
By capturing important customer information, such as order history, Plumblink is able to proactively respond to customers’ needs. The sales team is also equipped with a pipeline view of future work and the information it needs to handle the sales process efficiently.
Moreover, this wealth of data enables Plumblink to constantly review and improve its service, as well as develop innovative customised campaigns and personalised incentives to enhance the customer experience at every point along the purchasing journey.
“Our growth is inextricably linked to our ability to provide the best customer experience. This guides everything that we do. We will, therefore, continue to find pioneering and innovative way of harnessing digital technologies to improve our own efficiencies and make it as convenient as possible to trade with Plumblink,” Abrahams concludes.
