Rockler streamlines operations, cuts support tickets by 68% with Visionet and Microsoft Dynamics 365 Commerce

A need to optimize in-store operations and customer journeys

Headquartered in Medina, Minnesota, Rockler is a leading multi-channel retailer known for providing premium woodworking and hardware products since 1954. Rockler’s customers include hobbyists, DIY enthusiasts, and professional woodworkers, and the company follows a customer-centric business model that places the customer at the core of its decision-making process.

Tired of dealing with an outdated ERP system that created fragmented experiences across the company along with complex EDI requirements necessitating significant time and resource investments, Rockler sought to modernize its in-store operations and improve customer experiences.

Rockler reached out to Microsoft partner Visionet for help. With more than 25 years of experience, Visionet specializes in crafting exceptional digital experiences, advancing platform engineering, and providing full-spectrum managed IT services for customers across the globe.

Digital transformation powered by Dynamics 365 Commerce increases operational efficiency and sales revenue

Visionet deployed Microsoft Dynamics 365 Commerce, giving Rockler a centralized management platform that delivers seamless customer experiences across channels. Dynamics 365 Commerce enabled Rockler to streamline omnichannel commerce, enhance personalization, and automate inventory processes.

“Rockler’s choice for business operations is Microsoft Dynamics 365 and Azure," said Adeel Ehsan, Senior Vice President, Business Solutions, Visionet. “This decision is rooted in the products' innovative features and comprehensive coverage across various domains, including finance, supply chain, warehouse management, and commerce. The Visionet team played a pivotal role in facilitating seamless omnichannel operations, contributing to an overall improvement in customer experiences for Rockler's business.”

Rockler also implemented Visionet PartnerLinQ from Microsoft AppSource. The proprietary, end-to-end supply chain solution expedites EDI integration and simplifies data exchange.

With help from Visionet and Dynamics 365, Rockler achieved remarkable efficiency improvements and enhanced customer experiences, including:

• A 68 percent decrease in technical support tickets, facilitating smoother operations and significant cost savings.
• A 26 percent increase in overall store operations efficiency, enabling resource reallocation for strategic initiatives.
• Streamlined sales quoting, resulting in increased sales revenue.
• Faster order fulfilment and centralized operations, boosting ROI and enhancing customer experiences.
• New omnichannel features like curbside pickup, and buy online and pick up in store, minimizing errors, reducing labor costs, and improving order fulfilment efficiency.