Case Study: WOLF Home Products achieves faster customer service productivity and $10K/year savings with DocStar ECM

WOLF Home Products Improves Customer Service Productivity With DocStar ECM

Wolf Home Products, a leading U.S. supplier of kitchen and bath cabinetry serving some 3,000 independent dealers, faced a growing paper backlog—especially in its proof-of-delivery (POD) process. The company processed roughly 350,000 POD documents annually and its 50 customer service agents handled about 100 POD requests per week, forcing staff to spend excessive time manually locating, copying and faxing paper records. WOLF worked with DocStar and its reseller Quality Digital Office Technology to deploy DocStar® Enterprise Content Management (ECM) to address these workflow challenges.

DocStar ECM was integrated with WOLF’s I‑Buy ordering portal so signed field copies are scanned, barcode-indexed and automatically filed by delivery and customer number, making PODs available through I‑Buy 24/7. The DocStar solution was implemented in about 90 days and reduced retrieval time from days to hours, eliminated misfiled/lost documents, and shortened customer-service calls by an average of five minutes. With roughly 5,000 calls per week and 2% requiring PODs, WOLF estimates at least $10,000 annually in labor savings, and DocStar’s platform offers scalable opportunities to streamline other paper-based workflows like accounts payable.

Wolf Home Products

Kevin D. Jackson

Vice President, Process Innovation & Technology