Warn Industries, one of the world leaders in aftermarket parts for Four-Wheel and All-Terrain vehicles was showing an increase in demand for it's product catalog from customers and potential customers all over the world. This was both good and bad. Good in that it meant that business was good, and that the customer base was growing significantly. Bad in that the costs associated with staffing toll-free phone numbers 24 hours per day, 7 days a week were significant, and were not showing any signs of decreasing on their own, but rather increasing. 

Additionally, Warn sells all products through a well defined and equipped dealer network, and at a corporate level was not well suited to distributing catalogs in the quantities required.

Enter Netropole

Netropole spent time with Warn's marketing department to analyze the feasibility of using a web-based catalog request system in conjunction with a product fulfillment house to reduce the catalog request volume for the toll-free number. After determining that Warn customers did use the web extensively, and Warn's website specifically, Netropole proposed a seamless system that would allow web users to request catalogs online, the data being logged in a Microsoft Access database, and exported electronically on a bi-weekly basis to Warn's fulfillment partner for labeling and shipping.

The system required no human intervention from the time that the end user requested the catalog to the time the catalogs were labeled and shipped.

Net Results

As a result of Warn's commitment to the project, and Netropole's resourcefulness in creating a cost-effective solution, Warn was able to shut down two 1-800 incoming lines and reallocate staff to other function. Warn's ROI (Return in Investment) was less than 6 months for this project.