Silverglide's Seamless Transformation: How SMB Consultants Stitched Together Operational Success

Silverglide, Australia's only veterinary-based suture manufacturer, has been a crucial player in the veterinary industry for over a decade. Founded to fill a gap in the market for high-quality sutures, Silverglide has grown from a small family business to an international exporter. However, with growth came challenges, and the team at Silverglide found themselves struggling with outdated systems and processes.

Untangling the Mess

Before partnering with SMB Consultants, Silverglide faced several critical challenges that were hindering their operations and growth. Julia, one of the co-founders, recalls, "We were unhappy with WooCommerce. That was probably the straw that broke the camel's back." The team was dealing with a myriad of issues that made daily operations cumbersome and inefficient.

Key Challenges:

• Inventory Management: "We didn't know where our needle and thread were to manufacture and assemble the sutures," Julia explained. The complexity of managing multiple components from different suppliers was overwhelming.
• Double Handling: The team was entering sales orders manually from WooCommerce to Xero, leading to inefficiencies and errors. Julia noted, "It was very hard to manage some of our internal staff and manage the delivery times of some of our suppliers, because there was no central way to do that."
• Lack of Real-Time Data: "There was no central point of truth," Julia said, describing the frustration of managing their business with disjointed systems. The lack of cohesive data made it difficult to make informed decisions.
• Trade Show Management: Handling samples and follow-ups from trade shows was chaotic and unorganised. Julia shared, "We just had a notebook in the warehouse... we didn't know where anything was going."

These challenges not only affected operational efficiency but also placed a significant emotional and mental strain on the team. Julia described feeling "overwhelmed" and likened their situation to "a horse that was racing away, and we couldn't quite catch the reins or jump on board."

Herding the Solutions

Recognising the need for a comprehensive solution, Silverglide embarked on a thorough search for the right partner. Julia shared, "I interviewed about 10 different organisations with different software options... Once I spoke to Adam (SMB Consultants Solutions Architect), I just got the sense and investigated that your team was the right team for us."

Implementation Process:

Initial Consultation and Analysis:

SMB Consultants began with an in-depth consultation to understand Silverglide’s unique challenges and requirements. Julia recalled, "After discussing it in more detail, it became clear to me that we're missing this component, which is inventory management, sales management, and purchasing."

The team conducted a thorough analysis of Silverglide’s existing systems and workflows, identifying key pain points and areas for improvement.

Workflow Acceptance Testing:

A critical step in the process was the workflow acceptance testing phase. This involved mapping out Silverglide’s processes and simulating different scenarios to ensure the new system would meet their needs.

Julia shared, "For me, it was learning that, oh my goodness, we've got so many holes in this fabric, and we didn't realise to that point." This phase helped bring to light the gaps and inefficiencies in their current operations.

Solution Design and Customisation:

SMB Consultants designed a tailored solution that included Cin7 for inventory management and Starshipit for shipping automation. Julia noted, "We realised that this looked like a really good way to streamline what we do and get a better handle on where all our stock and items are."

The system was customised to handle Silverglide’s specific requirements, such as batch tracking for sutures and managing the complex supply chain.

Data Migration and Integration:

The team meticulously migrated data from Silverglide’s old systems to the new platform, ensuring accuracy and completeness.

Key integrations were set up, including linking WooCommerce with Xero and enabling real-time data synchronisation across platforms.

Training and Support:

Comprehensive training sessions were conducted for the Silverglide team to ensure they were comfortable using the new system. Julia emphasised, "Your team works in such a cohesive, synchronised manner, and we knew you had our back if we got lost with something."

Ongoing support was provided to address any issues and ensure a smooth transition.

A Seamless Operation

The transformation was nothing short of remarkable. Julia exclaimed, "It's been such a godsend." The new systems brought significant improvements across various aspects of their operations. Silverglide now enjoys enhanced inventory management, streamlined order processing, and improved reporting capabilities. "We can check everything in real-time now," Julia noted, highlighting the ability to track inventory accurately and efficiently.

The integration of WooCommerce and Xero reduced double handling and errors, making the entire process smoother. "The way the system works is so much easier. Carolyn doesn't have to go to the website and place the order like a normal customer," Julia highlighted. This integration saved significant time and reduced the potential for errors, allowing the team to focus on more strategic tasks.

Reporting, which was once a cumbersome task, has become almost effortless. "The reporting access has made it almost like touch of a button," Julia said. This improvement allowed the team to make more informed decisions, backed by accurate, real-time data.

The benefits of the new system are evident in Silverglide’s financial performance. "Since we have launched Cin7, our revenues have continually grown every month," Julia shared. The efficiency gains translated directly into financial growth, demonstrating the tangible impact of the new system.

In addition to financial benefits, the new system has significantly improved the customer experience. Automated notifications and improved order tracking have enhanced customer satisfaction. Julia explained, "Carolyn feels much more confident, especially with the automated emails and tracking details." This improvement not only streamlined operations but also strengthened customer relationships.

The qualitative benefits of the new system are equally significant. Julia described feeling much more in control of the business. "It's like getting control of the reins again," she said. The team now collaborates more effectively, reducing the stress of managing day-to-day operations. Julia emphasised, "We knew we always had your team to back us up if we got lost with something."

Grazing into the Future

The partnership with SMB Consultants has set Silverglide on a path of continuous improvement. Julia is excited about future integrations, such as StockTrim for forecasting, and further optimising their B2B portal. "I can't wait to pull some serious reports," she said, looking forward to leveraging the data in their new system.

Julia also mentioned the potential for integrating additional tools like Pinch Payments and Airwallex in the future. "I love the add-ons. They just make so much sense because they're so precise in what they're giving you in value," she added.

A Perfect Stitch in Time

Reflecting on the journey, Julia expressed immense satisfaction with the transformation. "Service and outcome way exceeded my expectations," she said. The partnership with SMB Consultants has not only streamlined Silverglide's operations but also positioned them for sustained growth and success.

"I feel much more confident about which direction we're going, what I need to work on, what could be a potential problem," Julia shared. "I would recommend SMB Consultants without hesitation."

Highlights and Summary Points

• About Silverglide: Australia’s only veterinary-based suture manufacturer, known for high-quality products and international reach.
• Challenges: Inefficient inventory management, double handling of orders, lack of real-time data, and chaotic trade show management, leading to operational inefficiencies and stress.
• Our Solution: SMB Consultants partnered with Silverglide to implement a comprehensive solution tailored to their needs. This included Cin7 for inventory management, Starshipit for shipping automation, Shopify for their online store, and Xero for accounting.
• Results Achieved:
  • Operational Efficiency: With Cin7, Silverglide now enjoys real-time inventory tracking and streamlined order processing. The integration of Shopify and Xero reduced double handling and errors, making daily operations smoother. "The way the system works is so much easier," Julia noted.
  • Financial Gains: Since implementing the new system, Silverglide has seen continuous monthly revenue growth. The automation of shipping processes with Starshipit saved significant time, allowing the team to focus on strategic tasks.
  • Customer Satisfaction: Automated notifications and improved order tracking have enhanced the customer experience. Julia explained, "Carolyn feels much more confident, especially with the automated emails and tracking details."
  • Team Benefits: The new system has increased confidence among the team, reduced stress, and improved collaboration. Julia described it as "getting control of the reins again."
• Software Stack:
  • Cin7: Enabled real-time inventory tracking and streamlined order processing.
  • Starshipit: Automated shipping processes, saving significant time.
  • Shopify: Simplified the online store experience and reduced order handling errors.
  • Xero: Streamlined accounting processes and integrated seamlessly with other systems.
• Future Plans: Silverglide is excited about further integrations like StockTrim for forecasting and additional tools like Pinch Payments and Airwallex to continue optimising their operations.