Kohler, a leading brand in the home improvement industry, faced significant limitations due to the absence of an online store, hindering their ability to reach a broader customer base and drive online sales. Additionally, their existing systems lacked integration capabilities, causing operational inefficiencies and necessitating manual workarounds. Kohler also encountered challenges with determining product serviceability for different regions without a Warehouse Management System (WMS) and Order Management System (OMS), further complicating logistics and customer satisfaction.

Our analysis revealed key areas requiring improvement:

Limited Online Presence: Lack of an ecommerce platform hindered direct customer engagement and sales opportunities.

Operational Silos: Disparate systems led to data flow issues and hindered operational efficiency.

Serviceability Challenges: Determining product availability and delivery feasibility across regions was complicated.

Customer Experience Gaps: Providing guidance on product compatibility and installation options proved challenging.

We partnered with Kohler to implement a multi-phased solution:

Phase 1: Building the Foundation - Addressing Store Absence and Integration Challenges
Store Creation: Built a fully functional ecommerce store using Shopify, enabling Kohler to showcase products and engage with a broader customer base online.
SAP Integration: Integrated the SAP system with the new online store to provide real-time visibility into inventory levels, order management, and product information, improving operational efficiency.

Phase 2: Enhancing Efficiency and Serviceability - Addressing Serviceability and API Enhancements
Logistics API Enhancement: Developed a custom logistics API to determine product availability and delivery feasibility based on pin codes, ensuring better customer communication and accurate order fulfillment.
Dashboard Development: Created a dashboard for visually representing serviceable regions and inventory levels, aiding Kohler's team in stock allocation and order routing.
API System Architecture Upgrade: Upgraded from REST to GraphQL to optimize performance, enhance scalability, and reduce response times.

Phase 3: Enriching Customer Experience with "Split-Type Installation" and "Shop the Look"
Split-Type Installation: Introduced four types of split-type installations (Simple, Complex, Bathroom, Custom) to cater to diverse customer preferences and installation requirements.
"Shop the Look" Feature: Developed a feature allowing customers to explore and purchase curated sets of products matching their desired style and theme, streamlining the shopping experience and encouraging cross-selling.