Case Study: Follett achieves $45,000-$50,000 in savings and real-time service integration with Kore Technologies' Kourier REST

Follett Reduces Service Management Costs With Real-time Integration

Follett, a long-standing manufacturer of ice storage and refrigeration equipment, faced a service-management challenge: its home‑grown call-tracking app did not integrate with the Epicor Avanté ERP, forcing manual entry of replacement parts, RMAs and service agent invoices and making warranty and service costs hard to track. To gain real‑time visibility into warranty costs and streamline reporting, Follett selected Kore Technologies’ Kourier REST to connect its service processes with the RMB Solutions cloud service management platform.

Kore Technologies built a Connector (Message Transfer Agent) and an Avanté ERP Adaptor to enable synchronous REST communication, automatic cross‑reference management, full transaction logging and exception handling, allowing data to flow in near real time between Avanté and RMB. The integration reduced warranty costs—saving Follett $45,000–$50,000 in the first four months—with an estimated additional $75,000–$125,000 possible as more RMB modules are deployed, while also tightening invoice control and improving service monitoring; Kore Technologies continues to support and train Follett on the solution.

Follett

Stephen Lesko

Information System Manager