Kichler Lighting Corporation designs, contract manufactures and distributes residential lighting primarily in the North American market, with four locations in Cleveland, East Hartford CT, Atlanta GA, and Las Vegas NV. They receive approximately 1,000 new orders per day, and roughly 6,000 active SKUs. In 2014, Kichler deployed an Epicor ERP system. Process and Resource Challenges The Kichler customer service team’s review process for product questions involved arduously resolving inquiries through paper, email and phone calls between technical support service representatives, product managers and engineers. The process was hard to track, time-consuming, and challenging to determine who had the ball and whether it was too late to measure against the client’s original request. Th

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