Case Study
How Blue Hawk Member Applied Equipment Solutions Improves Customer Experience and Eliminates Lost Checks with Dill
HVAC
Salisbury, Maryland
Infor CloudSuite Distribution (CSD)
Applied Equipment Solutions (AES) is a HVAC wholesaler based in Salisbury, Maryland. Founded in 2015, AES is a member of the buying group Blue Hawk and is the premier HVAC distributor for Maryland’s Eastern Shore commercial market.
The Challenge
When AES discovered Dill, they were looking to enhance their competitive edge, improve the customer experience, and solve a persistent issue: checks getting lost or delayed in the mail. This issue caused significant frustration for both AES and its customers, as checks sent even short distances could take 7 to 10 days to arrive.
“It’s terrible if a check goes from Delaware to Maryland—it’s a week. Sometimes 10 days. Less than 100 miles,” recalls Vice President Kris Leffew.
Additionally, new customers frequently inquired about the availability of an online payment portal. Recognizing this as an essential feature to remain competitive, AES knew they needed a solution to modernize their operations and meet customer expectations.
The Solution
AES implemented Dill to address these challenges, leveraging features such as:
Payment Portal: Providing customers with a convenient, online avenue for payments.
Payment Reminders: Automating reminders to reduce delays.
The integration with their Infor CloudSuite Distribution (CSD) ERP system was seamless, enabling AES to adopt Dill quickly and with minimal disruption.
The Results
Since adopting Dill, AES has achieved remarkable improvements:
Enhanced Customer Experience: Customers now have the convenience of accessing invoices, statements, and making payments online.
Faster Payments: Many customers have transitioned from paper checks to ACH payments via the Dill portal, accelerating cash flow and reducing delays.
Reduced Lost Checks: AES no longer faces the risk of checks being delayed, lost, or washed in the mail.
Operational Efficiency: The Dill portal has saved AES significant time by reducing the need for manual check deposits and customer requests for invoice copies and statements.
Customers who previously paid by check now use the portal 2-3 times a week. “They might have a check sitting in their vehicle for a few days or forget about it,” explains Accounting Manager Dale Wagner. “Now, they can easily pay through the portal.”
AES’s modernization efforts have also bolstered their image. “It looks like we’re up to the new millennium,” adds Wagner.
Conclusion
With Dill, Applied Equipment Solutions has effectively resolved long-standing issues with check payments and elevated their customer service to new heights. The benefits include:
Faster and more reliable payment processing.
Improved customer satisfaction and loyalty.
Increased operational efficiency and time savings.
“That is definitely a benefit, not having to wait for a paper check to come,” says Leffew. By adopting Dill, AES has positioned itself as a modern, customer-focused leader in the HVAC distribution market.
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