Challenge
Wright Services operates 10 companies with several thousand employees in 48 states working in vegitation management. Each company under their umbrella required unique products, separate stores for employees to order uniforms, different budget allocations, and varied billing processes. The previous vendor was overwhelmed and couldn’t manage the number of daily orders and request, resulting in long delays and poor service. Managers had to place orders on behalf of employees because their system wouldn’t allow employees to order using points, which took significant managerial time and caused frustration.
Due to the lack of a centralized system, budgets were not captured upfront, leading to a labor-intensive manual process on the back end to properly code items. The mobile workforce experienced high turnover, so updating users in the system was a constant challenge. They also needed fast production and shipping since employees could not work without the necessary uniforms and PPE.
One full-time employee was solely responsible for managing problem orders and resolving issues with the vendor, but the sheer volume made it impossible to keep up. Her voicemail stated that responses would take up to a week, reflecting the chaotic state of the program.
Opportunity
Wright Services needed a robust, scalable solution to streamline ordering, manage budgets efficiently, and ensure that employees received the correct gear promptly. They also wanted payroll deduction capabilities, budget allocation by user, a centralized login system for all employees, and mobile ordering support to match their dynamic workforce.
Solution
iCoStore undertook a multi-month project to develop a tailored solution. We built a custom technology platform, because at the time, the client had acquired several companies and was on multiple platforms. Our platform talked to their different systems nightly and allowed for quick updates when employees joined or left, keeping the system accurate without manual intervention.
We created 10 unique stores, each tailored to the specific requirements of the respective companies. Each store featured the appropriate branded apparel, logos, and uniform options based on role and location. Our solution also included complex anniversary point management, where points for new uniforms were added based on role and employment date.
We integrated boots, PPE and non-promotional items to meet safety requirements and allowed payroll deduction at checkout. Employees could log in through a central portal and be redirected to the correct store based on their profile. They could use their points allocation and the entire ordering process became mobile-friendly, allowing employees to easily order from their phones.
With automated order tracking and shipping confirmations, employees stayed informed about their orders. Our customer service team took over communication and support, significantly reducing the workload for Wright Tree Service. Managers no longer needed to place orders for employees, freeing up their time for more critical tasks.
Since the launch, Wright Services upgraded their HRIS systems, and we seamlessly integrated with them to add Single Sign-On (SSO) and more advanced features, further enhancing the employee experience.
Results
The transformation was remarkable. The program went from chaos to a structured, efficient system that saved time, reduced errors, and provided rapid turnaround on orders. The full-time employee who had previously managed the manual processes was no longer needed for those tasks, as the iCoStore solution automated most functions.
The streamlined program allowed employees to quickly receive their uniforms and PPE, which was crucial for getting them into the field without delay. Managers could focus on their teams rather than tracking uniform orders, and the burden of managing the store was entirely removed from the HR team.
iCoStore’s solution centralized, simplified, and automated the entire process, making it one of the most successful and enduring programs we have implemented. Wright Services continues to be a valued partner, benefiting from ongoing improvements as we integrate with their evolving systems.
