Pyramid International are one of the UK's largest manufacturers and distributors of branded merchandise for Marvel, Star Wars, DC and more. With worldwide distribution and links to the major wholesalers in the UK, Amazon Vendor was a challenge to manage.
Mike, tell us a bit about your role within the company.
My actual role at Pyramid is Events Manager, however over the years I have taken more of an active role in B2C sales and we categories our Amazon Vendor operation very close to B2C in terms of distribution and ordering process. I have an IT background before moving into Events at University so this coupled with the B2C element of my role made me the perfect fit to look after Amazon and Khoo since it came into operation.
Before KhooCommerce, what were the major challenges you were facing with Amazon Vendor?
Before Khoo came in our biggest issue was our ordering processing, we had to guesstimate a lot of the time on whether we could fulfil orders and guessing the number of cartons the order would be at the end. We had tonnes of paperwork and labels which bogged down operation within the warehouse. Alongside this prior to getting a level of oversight of complete orders we used to manage each production area of the business individually and we had a huge job matching up products from different areas.
"We had tonnes of paperwork"
What solution was implemented?
We now process orders instantly within our admin team in the office, the warehouse production then manage every aspect of pick, production, pack and ship all within one team and all within the simple and intuitive Khoo system.
What impact has this had on your staff?
It's had a huge impact, the processing time has more than halved, production has sped up, shipping now takes place at source and the visibility for our staff is incredible. As a manager I can track order from Amazon, onto our system, picking sheets printed, packaging started and shipping completed.
How much time have you saved since using KhooCommerce?
I couldn't even put a number on it, using our old system would take us the best part of a day to even accept orders, now our staff come in at 8am on a Monday and by 9am we can have upwards of a 1000 products on a pallet ready to be placed on a DPD van. Previously we would of been waiting a day for the orders to be on our system, a day for production to pack these and then a day for freight to book the shipment in.
"....processing time has more than halved, production has sped up"
What chargebacks (if any?) have you seen a change in?
We've seen a huge change in our carton compliance, all of our shipments now have the correct compliance and we have seen this go from £100s a week in charges for this to nothing now. Our PO on time has improved dramatically also due to being able to process and complete orders more efficiently.
What are KhooCommerce like to work with? What is their support like?
Working with Khoo is great and easy, we've had plenty of hands on support to get us up and running, they spent a vast amount of time understanding our processes and our logistics within the building. When we had any development changes its been actioned quickly and any problems solved efficiently. We have probably been quite demanding as a client as our business needs have changed and they've supported us all the way through.
What problems (if any) have you encountered working with KhooCommerce?
We of course hit a few roadblocks along the way, but these have been smoothed out instantly. The main problems we encountered where with our third party carriers and Khoo went above and beyond to smooth these issues out.
What would you say to another company considering KhooCommerce?
If you want to improve your processes and compliance with Amazon it's an absolute no brainer, we now have an all-in-one system that manages our orders in from Amazon via Vendor Central, we can manage our stock levels, manage what we are packing and importantly we can ship it all direct with our third party carriers. It has saved us valuable time and resources we have been able to invest elsewhere in the business.