Case Study
How Affiliated Distributors (AD) Member Great Western Supply Wins More Revenue and Creates a 10x Better Customer Experience with Dill
Plumbing, Industrial
Salt Lake City, UT
Custom ERP
Great Western Supply (GWS) is a $100M+ plumbing and industrial wholesaler with multiple locations across Utah. As a member of the buying group Affiliated Distributors, GWS is a premier supplier for the plumbing, mechanical, and industrial trades. Since 1988, they have been a leading supplier serving plumbers, pipefitters, general contractors, and maintenance departments across the Wasatch Front.
The Challenge
When the GWS team discovered Dill, they were facing increasing pressure to stay competitive. Customers were demanding a simple, user-friendly way to view invoices, access statements, and make payments online. One of their largest customers even warned that they would stop doing business with GWS if an online payment portal wasn’t implemented. Unfortunately, this customer followed through on their warning and ceased purchases. It was clear that GWS needed a solution—and fast.
Adding to the challenge, GWS operates with a custom ERP system, which raised concerns about whether Dill could seamlessly integrate with their existing infrastructure.
The Solution
Despite initial concerns, the Dill team developed a custom integration for GWS’s ERP system quickly and efficiently. This integration allowed GWS to:
Launch a robust payment portal.
Automate lien waivers.
Streamline payment reminders.
The process was completed in record time, ensuring minimal disruption to GWS’s operations.
The Results
GWS has seen transformative results since implementing Dill:
Recovered Lost Revenue: The customer who stopped purchasing from GWS returned and resumed their orders thanks to the new payment portal.
Enhanced Customer Experience: Customers can now download invoices and statements and make payments at their convenience, including outside regular business hours.
Improved Cash Flow: The portal has expedited payment processes, with many customers now paying faster than they did through traditional methods.
"Dill has been the missing piece for us, given we’ve been slower to adopt technology," says Devin Moore, Accounting Manager at GWS.
The feedback from customers has been overwhelmingly positive. “Compared to the other distributors they’ve used in the area, this is the best one they’ve seen,” shared the GWS team
Conclusion
By partnering with Dill, Great Western Supply has not only regained lost business but also positioned themselves as a leader in customer experience. With Dill’s innovative tools, GWS has achieved:
A competitive edge in the market.
Strengthened customer relationships.
A more efficient and modern approach to payments and customer service.
For businesses like GWS, adopting Dill is more than an upgrade—it’s a game-changer.
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