Rollie Nation
Onboarding Kit
Situation
Rollie Nation, a popular Australian footwear brand known for its lightweight, stylish, and comfortable shoes, has experienced significant growth in demand. To capitalise on this momentum and expand its market reach, Rollie Nation's wholesale department has embarked on an ambitious strategy to onboard a substantial number of new retail partners across Australia and potentially internationally.
The wholesale team was finding it increasingly time-consuming and resource-intensive to individually provide each new stockist with all the necessary information and materials they need to successfully launch and sell Rollie shoes in their stores.
To address these challenges and ensure a smooth and successful onboarding experience for new wholesale clients, the Head of Wholesale recognised the urgent need to develop a comprehensive and standardised Onboarding Kit. This kit would serve as a central resource, providing new stockists with everything they need to confidently and effectively represent and sell Rollie Nation shoes from day one.
The significant expansion of Rollie Nation's wholesale network, coupled with the inefficiencies and inconsistencies of the manual onboarding process, created a clear and compelling situation for designing a comprehensive Onboarding Kit. This kit will be crucial for ensuring the successful integration of new stockists, maintaining brand integrity, and driving mutual growth.
Tasks
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To gather, organise, and create all the necessary information and materials that new wholesale clients will need to understand and sell Rollie Nation products effectively.
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To determine the most effective format for the onboarding kit and establish a clear and efficient delivery process for new wholesale clients.
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To equip the internal wholesale team with the knowledge and tools to effectively utilise the onboarding kit and to gather feedback for continuous improvement.
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To establish metrics for evaluating the success of the onboarding kit and to implement strategies for ongoing optimisation.
Actions
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A proactive introduction shows the new client that Rollie Nation is invested in their success and fosters a more personal connection from the outset. The guided walkthrough ensures that new stockists don't feel overwhelmed by the information and can quickly locate the resources they need most. It clarifies any potential ambiguities and sets them up for success.
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Having a dedicated channel prevents wholesale inquiries from getting lost in general customer service inboxes, ensuring faster and more relevant responses. The wholesale support team can focus specifically on the needs of their partners, developing expertise in addressing their unique challenges and questions.
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Ensures that stockists are always up-to-date with the latest product offerings and marketing materials, allowing them to plan their inventory and promotions effectively. Providing timely and high-quality sales assets empowers stockists to create compelling marketing campaigns and drive sales of new collections.
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Regularly incorporating feedback ensures that the Onboarding Kit remains relevant, comprehensive, and user-friendly for new stockists. By addressing pain points and filling information gaps identified by users, the kit becomes a more valuable and effective resource.
Results
The successful Onboarding Kit for Rollie Nation's wholesale partners has streamline the onboarding process, leading to faster integration of new stockists and increased sales for both parties.
By providing comprehensive product knowledge, sales assets, and brand information, the kit ensures consistent brand representation and empowers stockists to effectively market and sell Rollie shoes.
This reduced the administrative burden on the wholesale team, improved partner satisfaction and loyalty, minimises basic customer service inquiries, and facilitated a successful new range drop launches.
Ultimately, the Onboarding Kit fostered a more efficient and profitable wholesale network through continuous improvement based on partner feedback.
