Case Study

New SAP Framework Improves Customer Satisfaction for Leading Alcoholic Beverage Distributor

case study


Lengthy, Manual Data Entry Process

One of the leading alcoholic beverage distributors in the country was looking to improve the efficiency of their customer care team’s order taking process. Due to the complexities involved in managing liquor sales in highly-regulated environments across multiple states, the customer care reps had been forced to utilize complicated order entry processes. These processes required manual look-ups, the use of multiple screens, and the creation of multiple SAP sessions when placing orders. It took too long, and was confusing for their team. Training new customer care reps was also difficult and attrition was high.

Key Outcomes

After the application went live, our client made improvements across the board including increased customer and employee satisfaction, as well as a reduction in the time it took to train new employees.


in call handling time


in error rates when taking orders.

the solution
A Simplified and More Accurate Platform

Rural Sourcing deployed a team of five ABAP, functional, and PM resources to create an enhanced SAP framework for our client. The framework simplified the order taking and entry process by integrating the disparate systems into a single order screen within SAP. By doing so, the client would have higher order accuracy and could reduce the training effort involved with new customer care reps.

Related Case Studies
See All Case Studies
Sep 26, 2022

Modernized Applications Improve Quality of Care for Senior Citizens

Two large healthcare technology providers had recently merged into one comprehensive platform for managing payments and care programs. Their combined product portfolio needed to be updated to align with a modern .NET tech stack to eliminate technical debt. Learn how we quickly scaled up a Scrum-as-a-Service TM team to enhance and support our client’s legacy application.

Read More
Aug 30, 2022

Improved Growth and Scale Through Application Modernization

TeachTown needed to modernize their core applications and infrastructure so that as their business grew, the applications could scale with them. We brought the capabilities, mindset and cross-functional team to make it happen.

Read More
Jul 28, 2022

Regulatory Compliance Gap Quickly Closed for Large Industrial Services Provider

A leading provider of industrial services worldwide needed to fill a critical labor law compliance gap with their HR payroll processing. We created a highly usable and efficient platform to track  the massive amounts of data for its 15,000+ American employees. In just 9 months, the company reached regulatory compliance.


Read More
Jun 8, 2022

Global Logistics Company Gets to Market First With Customer-Facing Application

Our client, a global logistics company, needed to introduce a cloud-based customer-facing application to allow customers to view their scheduled trailer requests and submit ad hoc requests in the event of volume spikes. Speed-to-market was essential as none of their competitors had a similar application, so they wanted to be the first to market with it.

Read More
See All Case Studies