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.At this point Wilhite made an unusual move: he made digital transformation a priority and began pushing high-level technology projects at a point when many small businesses are just becoming profitable.
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.
How Kingdom Strollers Took Advantage of Technology
By partnering with Concepta, Kingdom Strollers found solutions to help them scale. They had a new website built complete with a customer service portal.Now customers can access inventory lists, add additional services or products to their orders, change delivery times, and more at their convenience. With the inventory system linked in, the availability problem was solved as well.A custom driver app provides more flexibility to both drivers and customers. Optimized delivery routes made drop offs and pickups more efficient and responsive to customer changes.Drivers can scan in products for up to-the-minute order status, and they have a dynamic view of each order and its special requirements.Everything is tied together with a customized reporting dashboard. Now Wilhite and his team can pull detailed reports across the business with a few clicks.
Results That Speak for Themselves
With Concepta’s digital solutions in place Kingdom Strollers has been able to continue providing the kind of customer experience that brings visitors back for more. Since putting the system into action they’ve seen an average of 40% revenue increase year over year.The rise in demand pushed them to move from their rental warehouse to a privately-owned facility with more than double the space. Besides the lucrative Disney contract, Kingdom Strollers is also recommended by popular guide books like Beyond the Attractions: A Guide to Walt Disney World with Preschoolers.Better yet, Wilhite can now make it through an entire dinner in peace.