I spend most of my time
focused on DN marketing and external things. It's great when I get to celebrate
some important news from the "back-office" part of our business.
For the last two years
or so we have been searching for, and now implementing, a new ERP system. An
ERP system, for those who are interested in these arcane things, is a
centralized software system that helps manage and control the entire enterprise.
ERP Stands for “Enterprise Resource Planning.”
Diamond Nexus is a
fairly complex organization. Since we are very vertically integrated - we do
our own manufacturing, marketing, sourcing and fulfillment, and pretty much
everything else - the system we needed was also very complex because it would
have to control, organize and integrate all of these different activities and
functions in one platform.
When we started the
company, we did everything on spreadsheets. When customers placed orders it was
entered into a spreadsheet, and as it moved along through the process we
manually changed the color of the line on the spreadsheet. As you can imagine,
it was a mess. If someone forgot to change a color, or two people were messing
around in the spreadsheet at the same time, disaster could unfold and we
often lost orders and had to go to extraordinary (and expensive) means to
take care of a customer.
In our second year,
2006, we moved into our current system which essentially was a Software-based way
to manage customer orders. As the company grew and we added more departments
and functions, we customized the system, hacked the hell out of it, made it do
things it was never intended to do, and so on. We brought in other systems,
accounting, shipping, etc. But, none of these systems talked to each other easily,
and there were boatloads of manual reentering of information. As always
happens, as complexity was added more and more spreadsheets were again built to
support the system and accommodate that complexity.
Two years ago we made it
a priority to replace this system with a new, updated and (hopefully) much more
efficient one.
I think one thing that
defines us as a company is that we don't like to be told what to do and we
don't like to take the common path. After a solid year of looking at
off-the-shelf systems, that required us to change our business, our level of
service to our customers, and most of our processes to fit their design, we
said "screw it let's roll our own".
Our IT team and our
business process team got together and came up with a plan: we would take four
different systems, Magento, which runs the backend of our website, Fishbowl, a
powerful inventory and manufacturing management system, QuickBooks
Enterprise, a midsize accounting system, and UPS World Ship, and again, sort of
hack them, make them do things they weren't intended to do, and meld them all
together in a system that allows us to do exactly what we want, how want: The
"Yes We Can" Platform.
Nervous developers meeting. |
It's "yes we
can" because that should pretty much be the answer to anything we want the
system to do.
Because we built it,
we're not pigeonholed into a slot like we would be with off-the-shelf software.
We don’t need to argue with a third party vendor to make changes in the system.
We don’t have to work off of one-size-fits-most “templates”.
Need to completely
change how things flow through manufacturing?
Yes we can.
Need to give our
customers much greater ability to see the status of their orders and self serve
answers to questions?
Yes we can.
Want to allow our
customers to benefit from a loyalty program that gives them points for
activities like introducing a Diamond Nexus engagement ring to a new customer?
And want to let them use those points in any channel, website, call center,
retail stores? All in real time?
Yes we can.
Are we going to be able
to seamlessly sell, make, and deliver a better product to our customers, faster
and with better accuracy?
Yes we can and hell yes
we will. (Unlike certain similar sounding political promises)
Last minute additions of inventory to the system. |
The countdown is on and
the system launches Thursday. Lots of last minute work going on. Lots of
nervous looking IT guys. Our meeting rooms have been full all day training all
of our Customer-facing staff. I see groups gathered in hallways and
offices figuring out how to transition the hundreds of orders in the
system over, dealing with all of the inevitable bugs that are happening and
will happen and God knows what else.
I'm incredibly proud of
our team that's built this and put it together. When we defined the goals for
this system and started the process almost 2 years ago I remember telling
everyone a statistic I had read: "70% of all ERP implementations
fail" and I asked them if we were good enough to not be part of that
statistic.
In about 48 hours we'll
have the answer to that.
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