Kimber America is renowned for crafting premium firearms. Kimber’s firearms range has evolved from rimfire rifles to centerfire rifles, pistols, and revolvers. These firearms have been a top choice among hunters, competitive shooters, and law enforcement in the USA since 1911. They are one of the world’s largest manufacturers of firearms for individual, sporting, law enforcement, and military markets. Organizations like the USA Shooting Team, LAPD SWAT and United States Marines assigned to Central Command now chooses Kimber. From Alaska to Africa, hunters have chosen Kimber America for their Kimber rifles. As their presence extends to an eCommerce store, they recognized the necessity of a robust Magento RMA integration and the importance of tackling other challenges.
Despite Kimber America’s prestigious reputation and wide adoption, their transition to online sales introduced several technological and operational challenges. Some of the challenges included:
Kimber’s requirements were multifaceted, focusing on enhancing their eCommerce capabilities and resolving issues left by a previous agency. Their primary needs included:
To enhance the Magento RMA integration and experience, Wagento implemented an innovative system where each RMA submission generated a “dummy order.” This order acted as a temporary holder for the process, pulling product information directly from the ERP based on the serial number of the customer’s item. Once this data was retrieved and matched with the client’s information, it was added to the dummy order, which was then marked as completed. The completed order subsequently updated the client’s ERP, ensuring seamless synchronization within the customer’s RMA framework.
To facilitate a seamless data transfer between Magento and the customer’s ERP—a legacy system with no native API capabilities—Wagento developed a custom integration. This integration connected Magento to bespoke API endpoints, newly crafted by the customer’s VAR (ERP implementor). However, the custom API gateway introduced complexities, requiring certain requests to be executed in multiple steps. Moreover, the gateway was prone to intermittent failures. To address this, Wagento devised a method to verify each transaction post-implementation. If a transaction wasn’t confirmed, it was resubmitted, in order to ensure successful processing through the ERP.
Another critical aspect of this project involved the integration with FedEx, dictated by the regulatory requirements associated with shipping firearms. The straightforward label creation software was insufficient due to the restrictions on firearm shipments. Therefore, Wagento customized Magento’s APIs to interact with FedEx’s APIs, conducting three specific API calls to step through the needed process.
Through these integrations and customizations, Wagento not only addressed the complex needs of Kimber’s Magento RMA integration and process but also ensured compliance with shipping regulations, significantly enhancing operational efficiency and customer service.
The resulting RMA process significantly streamlines the level of effort required by Kimber’s customer service team in fielding, generating, and managing requests. Additionally, it gives the customer a user friendly, efficient way to interact with Kimber about their returns and service requests. Kimber sends customer requests through our custom RMA experience rather than spending an average of 20 minutes per client to handle the request. Kimber is saving 50% of their customer service team’s time on RMA tasks.
This case study showcases the transformative power of strategic Magento RMA integration and custom eCommerce solutions provided by Wagento for Kimber America, a leader in the firearms industry. Our solution now facilitates easier navigation of returns for end users and helps the customer success team avoid many manual processes that could introduce errors. By cutting the average handling time per client in half, Kimber has been able to redeploy resources more effectively, ultimately enhancing customer satisfaction and operational efficiency. These improvements have poised Kimber America to continue its legacy of excellence and leadership in the firearms market, reinforcing its commitment to providing exceptional service and quality to its clientele.
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