Overview

Krafting a Better Customer Experience – DDI System Automates Operations at Kraft Hardware

Largest Decorative Hardware and Plumbing Showroom in New York

Kraft Hardware, LLC (www.kraft-hardware.com) is the largest decorative hardware and plumbing showroom in New York City for kitchen and bath fixtures, hardware and accessories. Stan Alliker is president of this family-owned showroom . Located in New York City, Kraft Hardware employs a workforce of 20 and is a recognized member of the Decorative Plumbing and Hardware Association (DPHA) – the nation’s largest non-profit organization of independent showrooms, manufacturers and manufacturers’ representatives. Representing high-end vendors from the United States, France, Italy, Germany and Japan, Kraft Hardware distinctively displays a wide range of products -- from door and cabinet pulls to faucets and vanities -- in its showroom.

According to Alliker, he took ownership of Kraft Hardware in 2002 and inherited an outdated, UNIX-based distribution solution that offered sparse features and functionality. “The system provided very little reporting and required us to enter information manually. This dramatically increased the chance for error, impeding our ability to deliver the best customer service,” he said. Alliker quickly realized he needed a solution that was designed to cater to the needs of this industry and help automate his business.

During his search for a new distribution management system, Alliker attended the KBIS trade show where he met with DDI System at their booth. “We chose DDI System due to its industry-specific functionality, powerful feature set and affordable price point – other vendors’ offerings were four times the cost of DDI System,” he said. “In addition, DDI System guaranteed the software would work and was prepared to stand behind its product – this was a critical factor in the selection process.”

In 2004, DDI System engineers led the installation process at Kraft Hardware by converting all customer and product data from its existing UNIX-based system to the DDI System solution. According to Alliker, the deployment was seamless. “DDI System completed the entire installation process that day and we were fully operational after our training session,” he said. “The software is so easy-to-use.”

Kraft Hardware is optimizing DDI System at its showroom for sales orders, quotes, vendor price downloads, as well as shipping and reporting. “DDI System, gives us timely access to end-of-month reports, ensures that pricing is accurate and gives us a better handle on inventory since our operations are now fully automated,” Alliker said. “Our customer service has also vastly improved as a result, and we are now able to deliver immediate price quotes and check item availability within seconds – rather than minutes with our previous system.”

On the topic of technical support, Alliker is pleased with response time and effort from DDI System customer service agents. “They are always helpful and respond to my calls immediately,” he said. “Customer service with our previous solution was inadequate and representatives were unable to provide helpful feedback on errors we encountered.”

Alliker recommends DDI System for other decorative bath and plumbing showrooms and believes DPHA members would certainly benefit since DDI System has proven expertise in this industry. “With DDI System as our distribution management software partner, we were able to increase our revenues by a half million since the implementation,” he said. “Any wholesaler or showroom that is looking to automate its distribution operations should look no further than DDI System,” Alliker concluded.