How a Sydney Grocery Distributor Reduced Customer Service Calls by 80% with DnDTS
Hama Global Pty. Ltd , a leading B2B grocery distributor in Sydney, has long prioritized customer convenience—ensuring reliable stock availability and delivering exceptional service. As the company expanded, however, managing orders, inventory, and customer interactions became increasingly complex. Like many B2B distributors, Hama Global faced the challenge of streamlining internal operations, minimizing data errors, and maintaining a secure, customer-focused online experience.
The Challenge: Siloed Systems and Manual Work
Previously, Hama Global’s IT team spent significant time manually verifying inventory and correcting data inconsistencies caused by disconnected ERP and eCommerce systems. This not only increased the risk of mistakes but also led to frequent customer service calls regarding order status and stock levels.
The Solution: Unified Integration with DnDTS
To address these issues, Hama Global partnered with Dots and Dashes Technology Services (DnDTS) to natively integrate their web store with the DnDTS ERP platform. The integration delivered:
- Real-time synchronization between online orders, inventory, and customer accounts
- Automated workflows that reduced manual intervention and freed up staff resources
- Enhanced security, aligning with Hama Global’s commitment to customer trust
- Seamless Stripe payment gateway integration
Implementation Outcomes
The benefits of the DnDTS integration were immediate and substantial:
- 80% reduction in customer service calls: With up-to-date, accurate information online, customers could self-serve and resolve most queries without calling support.
- 20% of order lines now generated through the web store: Customers quickly adopted the convenience of online ordering.
- 1 hour per day saved for internal teams: Automation and improved data accuracy reduced time spent on manual corrections, allowing staff to focus on higher-value tasks.
Why ERP-Integrated eCommerce Is Essential for B2B
B2B distributors like Hama Global often manage complex pricing structures, high SKU volumes, and unique customer arrangements. ERP-integrated eCommerce platforms such as DnDTS Commerce deliver:
- Convenient, reliable online ordering with real-time stock and pricing
- Support for personalized pricing, discounts, and promotions to drive sales retention
- Streamlined collaboration across sales, inventory, and accounting, reducing errors and boosting efficiency
Key Takeaways
Hama Global’s experience highlights the transformative impact of ERP-integrated eCommerce for B2B distributors:
- Enhanced customer experience through accurate, accessible online information
- Increased internal efficiency as automation replaces manual processes
- Accelerated business growth supported by scalable, secure technology
For B2B distributors facing similar operational challenges, Hama Global’s partnership with DnDTS provides a clear roadmap for leveraging technology to achieve operational excellence and elevate customer satisfaction.
