“OKD is my competitive advantage.”
Our client, a mid-sized kitchen cabinet manufacturer in North America, had a hybrid design/sales team that preferred designing kitchens to selling them.
Unfortunately, that interfered with our client’s commitment to scalability. Our client wanted to be able to be flexible about meeting the ebb and flow of customer demand. The hybrid team had been created to be responsive to the market, but the team wasn’t tapping into market demand for kitchen designs and renovations.
Within five years, OKD has helped our client completely systematize their quoting and design process and help them be nimble in meeting customer demand.
Our Client’s Business Challenges
- The amount of work varied on a regular basis. Sometimes our client needed more staff, and other times less. Our client needed a more flexible and cost-effective staffing model for the design function of their business. Hiring an outsource kitchen design team could give our clients the right amount of flexibility in managing the design workload.
- The internal team really wanted to design, not sell. Several members of the team felt that design – the part of the work they really enjoyed – was being taken away from them when our client hired us. Despite reassurances to the contrary, they were also concerned about attrition.
Solutions & Results
Today, our client still has a hybrid team, but the focus is more on selling than designing. Here’s how OKD uniquely works for our client:
- The quoting and designing process has been so well defined, it coordinates itself. Other OKD clients select one or more internal person(s) to act as the liaison between the OKD design team their internal sales team. For this particular client, the process itself does all of the coordinating. When a design request comes in via email, it’s logged into our client’s CRM which then tracks the entire life of the request as it’s sent to OKD and back.
- OKD creates first draft of the design, and then sends it back to our client for finalization. The OKD team was trained on a design-by-design basis to be able to do the heavy lifting of creating that first draft. The in-house designers can then optimize them before sending to the customer for the quote.
Thanks to OKD, our client has as much design support as they need, when they need it. They can handle a higher volume of kitchen design requests more efficiently because of their outsource kitchen design backup team.