Before implementing the new solution, Kohler Co. was receiving large numbers of generic emails from Italy, Spain, France, Morocco and the UK, which it then routed manually by country. Typically, these emails were passed through different sub-teams within the overarching shared services team – a process that was overly complex, time consuming and error prone.
Kohler brought in HSO to install the new Microsoft-based solution and provide ongoing support. Following the award of the contract, HSO implemented a cloud-based approach, leveraging Microsoft Office 365 and using Microsoft Dynamics 365 sales to bridge the gap by routing communications from Office 365 to the correct shared services sub-team.
Kohler is now live on the system and has a total of 25 users up and running on it. Following the success of the implementation, it now has plans to roll out the approach into other areas within the business.
Marcus Judge, IT Director for IT, EMEA - Kohler Co, said: “Right from the beginning, working with HSO was a good experience. They understand who we are; our culture; and our business challenges and requirements.
“Moreover, they are flexible and their approach to problem solving in our experience is second to none. Most important of all, we have built an open, trusting relationship.
“We have never felt shackled, which can often be the case when working with a partner who is developing a solution for you,” adds Judge. “We anticipate working with HSO in the future in rolling out similar functionality within other areas of our business as well as in developing innovative new projects”.
“All of this is very important because this is a key project for us,” he adds. “In the past, systems like email have typically been seen as standardised and non-strategic. In fact, they are key to the way the business communicates both internally and externally. HSO has helped us to take these strategic technologies and marry them together as part of a seamless eco-system and it’s paying dividends for us to treat it in that way.”
Adrian McNay, Managing Director - HSO Customer Service and Dynamics CRM, says: “Kohler Co is a long-established, highly-respected business with a legacy of achievement across multiple industry sectors but it is also a dynamic forward-looking company, eager to explore new markets and drive future growth. We are delighted to have the opportunity of working with them to implement and support Microsoft software solutions that will help them meet the challenges of today and of the future. “
About Kohler Co.
Founded in 1873 and headquartered in Kohler, Wisconsin, Kohler Co. is one of America’s oldest and largest privately held companies comprised of 35,000 associates. With more than 50 manufacturing locations worldwide, Kohler is a global leader in the manufacture of kitchen and bath products; engines and power systems; cabinetry and tile; and owner/operator of two of the world’s finest five-star hospitality and golf resort destinations in Kohler, Wisconsin, and St Andrews, Scotland. For more details, please visit www.kohler.com