W&O Supply, Inc. | Customer Success
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WO Supply

Company Facts
• Location: Jacksonville, FL
• Industry: Marine Distributor
• Number of Employees: 286
• Web site: www.wosupply.com

"I really liked how Epicor approached our pain point, took ownership, and was totally committed to helping us succeed with the API integration. This is…redefining the ERP relationship. We want to have a true partner, and Epicor is interested in supporting that vision. The Epicor Prophet 21 ERP is our backbone; it keeps everything running."
Valeria Jackson, Director, IT and Business Process Improvement | W&O Supply, Inc.

Headquartered in Jacksonville, Florida, W&O is a global supplier to the marine and upstream oil and gas markets for pipe, valves, fittings, valve automation and engineered solutions-servicing cruise lines, commercial tankers, inland tug-and-barge operators, ferries, and many of the world's navies. The mission-critical nature of W&O's business means that the company has a heightened sense of customer service and is available 24/7/365 to aid shipyards and owner/operators when pipes, valves, etc. are in need of repair or replacement. Because W&O operates in this environment, the company needs partners who can quickly assess the pain points and tenaciously work through the issues to successfully complete projects to better service W&O's customers. With 286 employees, 18 locations, and over $160 million in annual revenue, W&O has been using Epicor Prophet 21 as its enterprise resource planning (ERP) solution since 2008. W&O Supply, Inc.

Integration of CRM

In the past few years, W&O wanted to introduce a "best-of-breed" Customer Relationship Management (CRM) solution, and selected Salesforce.com. According to Valeria Jackson, Director, IT and Business Process Improvement, "Our goal was to give our salespeople faster access to information that they could pull from Epicor Prophet 21 on their mobile devices prior to a sales call or customer visit, and have available at their fingertips. When it came time to implement the project in 2013-14, Epicor came up with the Prophet 21 Application Programming Interface (API), which would do exactly what we wanted." That is, the Epicor Prophet 21 API allows distributors to plug in "best-of-breed" applications into the ERP system.

At Insights 2014, Epicor's annual Global User Conference, W&O representatives met with Epicor and Salesforce.com consultants and began working with them to "bridge the gap" between their ERP and CRM solutions. Jackson describes the Epicor consultant as "very engaged and passionate" about this functionality, saying, "He embodied the company's desire to help, and to leverage experiences
of other Epicor customers."

API facilitates information pull

Reports Jackson, "Today, we are pulling information from sales orders, quotes, pricing and live inventory from Epicor Prophet 21 to the iPad in the salesperson's hands, so they can show it to the customer immediately. By providing a snapshot of the account (sales/order history, etc.), we are giving a tangible benefit to the salespeople. It's a one-directional pull that has proven stable so far." W&O expects Sales to be more productive and organized as a result of the Epicor Prophet 21-Salesforce.com integration-making more calls per day, and spending less time on research in the office. Jackson also anticipates that W&O could use the Prophet 21 API to integrate other applications besides CRM, such as transportation management solutions.

A true partnership

Concludes Jackson, "I really liked how Epicor approached our pain point, took ownership, and was totally committed to helping us succeed with the API integration. This is changing my management's perception of big software companies, and redefining the ERP relationship. We want to have a true partner, and Epicor is interested in supporting that vision. The Prophet 21 ERP is our backbone; it keeps everything running. I want Epicor to understand all of our very complex operations and business initiatives that are supported by the Prophet 21 database (e.g., CRM, pricing, Business Intelligence, freight reduction, etc.), and I am very optimistic as we move forward."

About Epicor

Epicor Software Corporation is a global leader delivering business software solutions to the manufacturing, distribution, retail, and service industries. With more than 40 years of experience, Epicor has more than 20,000 customers in over 150 countries. Epicor solutions enable companies to drive increased efficiency and improve profitability. With a history of innovation, industry expertise and passion for excellence, Epicor inspires customers to build lasting competitive advantage. Epicor provides the single point of accountability that local, regional, and global businesses demand. For more information, visit www.epicor.com.



Success Highlights:

Challenges

• Integrate a large marine distributor's new CRM solution with its existing ERP system for real-time data access by Sales

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