RockSolid MAX software is a key component to a miraculous business turnaround
These are good times for the Olivers at Taylorsville Hardware in Taylorsville, Kentucky. The family—the husband and wife team of Jason and Gwynn Oliver and Jason’s father, Jim, and his wife, Dee—are new to the hardware business. They only bought the store they now call home in June, 2017. But business, since they took over, has been little short of spectacular!
RockSolid MAX provided the foundational support needed to focus on growth
Sales are up a heady 35 percent, lost customers are coming back in droves, and new regulars are joining them. The store added more than 300 “likes” to its Facebook page in just three months. Meanwhile, the whole operation has been revitalized and refreshed with stepped up advertising and promotion, much improved merchandising, and a broader and more customer-centric product mix. The new team at Taylorsville Hardware even won first place in the local Chamber’s Christmas tree contest!
The Olivers’ success story, of course, didn’t just happen. It has been the result of a lot of hard work and some smart business decisions. One of the smartest, says Gwynn, was bringing in the RockSolid MAX cloud-based software for hardware stores to run the operation. “RockSolid MAX has not only given us the information we need to manage the store properly, but it’s also made clear to our customers our commitment to them, and given us so much more time to focus on the things that are truly important to our growth.”
When the Olivers first took over, they found a business sorely in need of some major changes. The store had been a long-time fixture of the Taylorville community, but it looked old and tired. Its product mix was essentially stagnant and its merchandising plan made life far too difficult for customers and employees alike. To make matters even worse, the previous owners had been running the business manually, and paper was everywhere.
The first thing the Olivers did was change the name of the store to emphasize its new commitment to the local community. The second thing they did was to search for business software that would provide a strong foundation for everything else they wanted to do. Fortunately for Gwynn and the rest of the team, it didn’t take long to find the system they needed.
RockSolid MAX’s industry expertise and technical support was vital to a successful implementation
“As a long-time Do it Best store, we wanted software that had a proven track record of working smoothly with them,” she recalls. “RockSolid MAX certainly met that requirement and we were also impressed with all the capabilities and efficiencies it had to offer.”
What really made the difference, though, had a lot less to do with technology and a lot more to do with the people at RockSolid MAX. “The RockSolid MAX representatives we talked to clearly knew the program inside out,” Gwynn explains. “They presented it very fluently and there was no hesitation when it came to answering our questions. They also knew the hardware business and they knew Do it Best and all that was really important to us.”
It helped, too, she says, that the program was so easy to learn. Because it is a cloud-based system, the Taylorsville Hardware team would not have to worry about taking care of upgrades, backups, and other maintenance issues themselves.
And once Gwynn decided to go with RockSolid MAX, she found even more reasons to be pleased. “The support we got from RockSolid MAX to help us prepare for the conversion was amazing,” she says. “They gave us detailed guidelines and a timetable on what we needed to accomplish each month and there was a library of very useful videos online that we could watch and learn from.”
In addition, she says, RockSolid MAX technical support staff walked the Taylorsville Hardware team through set up for every piece of equipment and tested everything once it was hooked up to make sure it was all working perfectly. It was five-star support all the way on the conversion and Gwynn says it’s continued that way ever since. “A lot of times with software, you don’t know what you don’t know until you need it but that hasn’t been a problem with RockSolid MAX.”
“The representative at RockSolid MAX who helped us with our initial set up is still as available today as he was back then. He’s there every time we call him and he always has the answer that we need,” she says.
Hours of work and mountains of paperwork—GONE!
Once RockSolid MAX was live, life at Taylorsville Hardware got a whole lot easier. About half of the store’s business comes from house accounts. “In pre-RockSolid MAX days, putting monthly statements together and mailing them used to take as long as eight hours,” says Gwynn.
Now, she says the days when she would have to dig through a mountain of paperwork and try to read someone’s barely decipherable handwriting to match things up are gone. With RockSolid MAX, monthly statements are put together, printed, and mailed in less than an hour. And if anyone calls with a question, the answer is available with just a few keystrokes.
Customer service at the checkout is also much improved, she reports. ”Under the old system, we were using a very basic cash register and you would literally punch in every number, get a sub-total, and then hit tab for the receipt. And all the receipt gave you was the dollar amount with no item description or anything. Now, customers get an itemized receipt that not only makes us look much more professional but also makes it a lot easier for them to keep track of their spending and for us to handle returns.”
When we talked to Gwynn Oliver, Taylorsville Hardware had been using RockSolid MAX for less than six months, but that was more than enough time to prove to her and the rest of the team that they had made the right software decision. “With all the extra time RockSolid MAX has given us and the information it’s generating on what’s happening in the store, the program is basically paying for itself,” she says. “If we didn’t have RockSolid MAX, we’d still be spending a huge amount of time sorting through paperwork instead of using that time to work on refreshing the store. RockSolid MAX has been a key reason behind our sales growth and we’ve been very happy with our investment.”