To solve Tahbilk’s challenges, Kiandra proposed a modernisation of the e-commerce and telesales software. This included merging the two systems.

Kiandra built a single system to provide online sales, phone sales, and cellar door sales. This consisted of real-time, single entry inventory management to reduce administration effort and potential errors.

The aim was to improve the inventory tracking system as previously, Tahbilk’s two systems made inventory management complex. Items would sell out in one system but still show up as available in the other – overselling was a common issue. Real-time tracking fixed this challenge.

Another feature of the solution was to have a single source of truth for customer orders and feedback. This gave Tahbilk the ability to track and oversee feedback and queries, including a single source for customer notes. Before this, the process was using an inconsistent spreadsheet managed by multiple people, which often lent itself to multiple errors.

The system was also integrated directly with Australia Post to streamline the dispatch process. Previously, Tahbilk would print out invoices, packing forms and mail labels and have to match them all manually – now they can easily print custom packing strips.

Hayley said of the software delivery process, “It was really hands-on, we chose to partner in a very hand-in-hand way. We started with a prototype and worked closely testing it the whole way through – which was really good. The team at Kiandra were very receptive and responsive, it was a great process.”