When Kingdom Strollers started in 2010, it was a small family business operating out of a condo. It didn’t stay small for long. The steady flow of tourists to Central Florida created an opportunity to provide an often-overlooked service that makes vacations much more enjoyable for families: quality strollers and cribs delivered on demand to hotels and vacation homes.
By the third year owner, Matthew Wilhite was overwhelmed with the tiny details of daily operations. It felt like he couldn’t go 30 seconds without some urgent situation blowing up his phone. Things were made both better and worse when he secured one of three coveted spots as a Disney stroller provider: better because his business was growing fast and worse because it was now taking up the majority of his time.
Updating businesses processes to cope with growing business is something most companies struggle with, and Kingdom Strollers was no different. As demand grew they ran into challenges operating at scale.
They took orders by phone, requiring additional calls every time a customer needed to make a change to their reservation. Inventory management was complicated since had to be updated manually after every call and equipment delivery. That made it hard for staff to know what was available, let alone prospective customers.
Delivery presented more challenges. Drivers planned their own routes and had to update orders manually as they returned to base. There was no easy way to change delivery times. Plus, customers couldn’t track their delivery status in real time.
On top of everything, Kingdom Strollers was spending too much time compiling and processing reports. Wilhite’s business was beginning to boom, and he needed a fast, accurate reporting mechanism to support that growth.