Susquehanna Glass is a family-owned glass decorating company with a rich history of “making things personal” for over a century. Expertise in a range of etching, screening and engraving processes on glass, metal and other media, combined with a proven drop-shipping program, enable this gift vendor to meet the volume, quality and service demands of major retail brands. 

It also serves distributors and smaller retailers in the wine/beer, hospitality and specialty gift industries, and leverages multiple online channels, including top marketplaces like Amazon, Overstock.com and Fanatics.com. 

Susquehanna Glass began the digital transformation of its supply chain processes in 2016, when it implemented TrueCommerce integrated EDI for Sage 100 ERP to replace a homegrown, FTP-based solution. Since then, the company has been integrating and automating more of its commerce and fulfillment processes within the TrueCommerce Foundry platform, including TrueCommerce Pack & Ship and the Scheduler add-on for EDI. 

According to controller Todd Parsons, the original plans for rolling out the solution changed radically when the company onboarded a new customer who presented two major challenges: extremely large order volume combined with highly specific and nonstandard labeling requirements.

The solution came when Susquehanna Glass went live with TrueCommerce Pack & Ship.

“After researching the offering during and after the TrueCommerce Connections 2018 user conference, we decided to purchase TrueCommerce Pack & Ship later in 2018,” Parsons said. “Then we picked up this new customer and our initial priorities shifted 180 degrees — from implementing Pack & Ship for all of our current customers to making the solution work at maximum efficiency, so we can drop-ship the same item to 4,000 buyers per day for that one new customer.”

Besides driving a high order volume, the new trading partner requires a 3-by-5-inch label on its boxes. This was a paramount necessity for the initial Pack & Ship go-live. 

“Such a label doesn’t exist in the conventional shipping world,” Parsons notes. “Fortunately, TrueCommerce graciously did what it took to support those nonstandard shipping labels.” 

The results? TrueCommerce Pack & Ship is able to process orders end-to-end in a fraction of the time it used to take Susquehanna Glass’s outgoing shipping solution. 

“When we first started with this new customer, we were shipping 400 to 500 orders per day,” Parsons states. “With our old shipping system, it took almost four minutes to get one label per unit. Needless to say, that wasn’t feasible.”

TrueCommerce Pack & Ship is able to go from a sales order in Sage 100 to a printed, drop-ship label in well under 30 seconds. 

“Once customized rules are in place, we just scan the work order, it pops up on the Pack & Ship screen, we click ‘Quick Ship’ and out comes the label,” Parsons said.

The solution’s ease of use helps to further expedite the shipping process. For example, moving the EDI 940 Warehouse Shipping Order and EDI 945 Warehouse Shipping Advice documents between Sage 100 ERP to Pack & Ship is also automated, using the TrueCommerce Scheduler EDI add-on.

“Pack & Ship is very easy for our staff to use, and does everything they need it to do,” Parsons said.