Carolina Biological Supply Doubles Customer Loyalty Scores in Six Years with Integrated ERP, Business Intelligence, and Web Commerce System
 
 

Carolina Biological Supply Doubles Customer Loyalty Scores in Six Years with Integrated ERP, Business Intelligence, and Web Commerce System

From its beginnings in 1927, Carolina Biological Supply Company (Carolina) has grown to become a leading supplier of science teaching materials for teachers, professors, home-school educators, and professionals in health and science-related fields. It provides educators with a research-based, hands-on science curriculum that replaces textbooks with more effective learning that’s fun. The company works in partnership with educators and scientists to provide everything needed for science and math education, including living organisms, preserved specimens, anatomical models, laboratory equipment, microscopes, and teacher resources.

 
 

 
 

Challenges

A word from Carolina Biological Supply Company

  • "We are growing market share while our competitors are facing challenging times. By integrating our back-end processes and our front-end web experience with Oracle’s JD Edwards EnterpriseOne 9.0, Oracle ATG Web Commerce, and Oracle Business Intelligence Enterprise Edition, we have established a platform that enables enhanced customer service and business growth.” – David Lyle, CIO, Carolina Biological Supply Company

  • Manage finance, inventory, manufacturing, logistics, and customer service processes throughout the organization
  • Provide flexibility to manage the development and distribution of thousands of science and math education products
  • Reduce time to generate reports that enable the company’s management team to make more effective decisions about product development, sales, and distribution
  • Implement an enterprise-level web commerce solution that integrates with the company’s enterprise resource planning (ERP) suite and provides the flexibility to manage customers at the institutional level, as well as individual customers, including parents and teachers

Solutions

  • Deployed an integrated platform based on Oracle’s JD Edwards EntepriseOne 9.0, Oracle Business Intelligence Enterprise Edition 11g, and Oracle ATG Web Commerce to manage thousands of science and math education products, enhance relationships with individual and school customers, and ship to every state while meeting each state’s tax requirements
  • Doubled customer loyalty net promoter scores (NPS) in six years by reducing system modifications and taking advantage of Oracle’s JD Edwards EnterpriseOne’s material requirements planning, forecasting, and inventory management functionality
  • Streamlined order management processes so that order calls previously requiring seven to nine minutes now take three to five minutes
  • Used Oracle Business Intelligence Enterprise Edition to enable approximately 30 super users and 100 enterprise users to generate and view quality control and inventory reports—enabling managers to make more effective decisions on product management and distribution
  • Reduced the time needed to generate a key management report for the company’s senior managers, from 10 hours per week to minutes
  • Supported business-to-business and business-to-consumer customers by improving alignment of web content management with product attributes with Oracle ATG Web Commerce—simplifying product search and delivering more relevant cross-sell recommendations, such as pairing teaching materials with lab supplies
  • Enabled customers to use individual, agreed-upon discounts via the website rather than needing to call the call center by using contract pricing, inventory, shipping, and tax functionality

Why Oracle

Prior to implementing JD Edwards EnterpriseOne, Carolina Biological Supply used a Lawson ERP system, which was limited in capability for managing a company of Carolina’s size. The company also previously used a business intelligence tool from Showcase, which was coming to end of life. Carolina began to build an information system-centric infrastructure around reporting and data analysis.

The company selected JD Edwards EnterpriseOne because it had the capability required to support Carolina as it grew. In addition, after evaluating three or four competitive solutions, Carolina chose Oracle Business Intelligence Enterprise Edition because it best fit the company’s reporting needs and integrated easily with the JD Edwards suite. Finally, the company chose Oracle ATG Web Commerce because it provided business-to-business and business-to-consumer functionality in one platform.

“Working with one vendor across our ERP, business intelligence, and web commerce platforms is very valuable to us. We like the direction Oracle is taking as it builds web services between its systems, enabling them to work more easily with each other. That ease of integration tipped the scales for us,” said David Lyle, CIO, Carolina Biological Supply Company.

Implementation Process

Carolina Biological Supply purchased and implemented Oracle’s JD Edwards World XE in 2003 and upgraded to JD Edwards EnterpriseOne 8.11 in 2006. In 2010, after four successful years on version 8.11, Carolina upgraded to JD Edwards EnterpriseOne 9.0. 

Partner

When upgrading to JD Edwards EnterpriseOne 8.11, Carolina used CD Group’s upgrade methodology and partnered with Brij and the Premier Group to augment staff with skilled JD Edwards EnterpriseOne professionals. While Carolina completed its upgrade to version 9.0, in house, it worked with CD Group on its Oracle Business Intelligence Enterprise Edition deployment.

Carolina worked with Vachio Solutions Group and Oracle Advanced Customer Support Services on its Oracle ATG Web Commerce implementation.