Kencove: connecting CRM, catalog fulfillment and exemption workflows

This working case follows the operational links between customer records, catalog and literature requests, sales-tax exemption documentation and signatures. The focus is Kencove’s CRM and mass-marketing workflows, including the labels used to fulfill physical catalog and literature requests.

The review question is how to keep those requests connected to the right customer and campaign while making exceptions visible to staff. This overview describes the scope identified by Don Kendall. Detailed workflow evidence and measured outcomes will be added as the case review progresses.

CRM and catalog fulfillment

Follow a catalog or literature request from the customer record through campaign selection, mailing-label preparation and fulfillment. Review address quality, duplicate records, customer preferences and the handoff to the person sending the material.

Exemption management and signing

Review how Avalara exemption management and the current signing integration connect the customer, supporting documents and staff follow-up. Keep the evidence for a decision attached to the relevant workflow.

Possible next step

A newer signing tool with a better mobile experience is under consideration. Compare phone completion, document routing, status visibility and the ability to retain a reviewable record before selecting a replacement. This is proposed work, not a completed migration.

This first installment establishes the workflows to examine. It does not report measured time savings, tax-compliance findings or a completed signing-tool replacement.

The next review will compare manual touches, duplicate handling, catalog-request turnaround, exemption exceptions and mobile signature completion. Those measures should help show whether a change improves the finished process.

Role-impact discussion

Automation could prepare mailing lists, flag missing information and route documents. Customer-service, marketing and finance staff would still define customer intent, resolve exceptions and review the resulting records. These are questions for a future talk with Mike and Bob, rather than a forecast of head-count reductions.

More detailed demonstrations and supporting material are coming soon.