Operational Excellence
WHILL designs and manufactures personal mobility devices, specifically electric wheelchairs and mobility scooters. These devices are designed to provide individuals with mobility impairments greater independence and improved mobility. https://whill.inc
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The Challenge
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After initially entering the North American market as a startup, the systems setup to run the business had constant challenges. These challenges encompassed software errors and non-standardized processes, leading to quality issues and delays. Compounding the situation was the impending departure of the individual with the most in-depth knowledge of the company's operations.
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The Solutions and Results
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I was enlisted to conduct a comprehensive assessment, document, and enhance the business processes and systems. The first step involved collaborating with stakeholders and mapping the existing (AS IS) and desired (TO BE) business operations, along with creating a comprehensive system map outlining the interconnected business software. This detailed process mapping allowed us to pinpoint areas in need of improvement, which were then prioritized accordingly.
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Through the implementation of new platforms and updates to existing platforms, and through rigorous controls, rules, and real-time status reporting, we significantly reduced the dependence on IT support by nearly 100%. Additionally, we achieved a remarkable reduction in the average lead time for shipping units, by a day in some cases, resulting in substantial improvements in operational efficiency and heightened customer satisfaction.
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Examples of enhancements
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Migration to Salesforce CPQ from BigCommerce and Dell Boomi, consolidating sales, support and operations within a single platform. This strategic move, given Salesforce's existing role in managing reseller opportunities, eliminated the possibility of data synchronization discrepancies between platforms.
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Research and implementation of Arka Inventory to streamline inventory management within Salesforce. This marked a significant departure from the previous approach, where QuickBooks Online (QBO) was used for inventory management, necessitating dual management in both QuickBooks and Salesforce.
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Tailored rules were created within the Salesforce Opportunity flow, allowing specific divisions to execute designated tasks at each stage. For instance, at the "Ready To Ship" stage, only the Operations role could complete the necessary information to progress to the subsequent stage.

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