Today, more than 70% of all U.S. orders are processed through the e-commerce solution instead of directly through the ERP. That represents huge savings in labour costs, as each customer service representative averages roughly five complex, high-AOV orders per day.
In addition to streamlining contract orders, the new system makes it easier for customers to purchase extra inventory through the Spot Market. As a result, revenue from spot sales has increased by 7%.
The Adobe Commerce e-commerce solution gives YCH the opportunity to build a direct-to-consumer business. Although the system was primarily designed as a B2B customer portal, YCH has also leveraged the flexibility of Adobe Commerce to launch a B2C homebrew catalogue.
The feedback from customers has been “nothing but fantastic,” says Bryan Pierce, VP of North American Sales at YCH. “They recognise the complexity of what YCH is doing and appreciate the ongoing efforts being made to accommodate their needs and bring value to their business.”
As COVID-19 accelerated a greater shift to online solutions for daily business operations, YCH is doubling down and accelerating its digital roadmap. “Our leadership team is fast-tracking digital projects that were potentially several years out, amending policies and processes to help us to expand our services and global reach as the world faces these unprecedented times,” says Ryan Hopkins, CEO at YCH. “The team is working hard to support our brewers and hop growers as they work to overcome these challenges by offering increased communications, tools and solutions. We are also working closely with our customers to reallocate contracted inventory whenever possible to ease some of the financial burden. We value our brewing community and are continuously seeking ways to offer our support.”