ERP … The Heart of Your Industrial Channel Business

There was a phrase years ago that is attributed to EF Hutton, which was a financial advisory firm that goes “when EF Hutton speaks, people listen.” The inference was that EF Hutton had a wide reach, and somewhat influence. The same goes for Epicor given how integral their Prophet 21 and Eclipse ERP platforms are for many HVACR distributors.So, when Frank Heenan, Global VP of Distribution and LBM, shared thoughts with Karthik Chidambaram, CEO of DCKAP, people want to listen (read) as he’s speaking from a position of insight in observing hundreds of distributors.And for those who don’t know DCKAP, your IT department should.DCKAP is what I call, a systems integrator. They are a tool that helps disparate technology tools to “talk” to each other. They are essentially a translator, enabling an eCommerce system to “talk” to the ERP platform, which can talk to CRM who can talk to …

“Driven” by DCKAP

Throughout the Driven by DCKAP podcast series, Karthik has talked to many individuals involved in distribution to gain their perspectives on a number of trends, and to get insights into the individual. Recently he spoke with Frank. DCKAP shared this overview, and I encourage you to listen to the interview. Here’s an overview:“On the Driven by DCKAP podcast, Frank Heenan, Global VP of Distribution and LBM for Epicor, shares insights from his extensive career in technology for distribution. The conversation with host Karthik Chidambaram, CEO of DCKAP, spans strategy for ERP and e-commerce, retaining today’s employees, and the impact of AI on distributors.“A committed strategy, strong execution plan, and company-wide commitment are crucial for successful technology adoption in distribution,” explains Heenan. “What is it that you’re looking to automate? What’s the message that you want to share with your employees? What’s going to be the impact to customers, and what’s the revenue opportunity it’s going to generate for your business?”He mentions that distributors, the realm of eCommerce, struggle with having product content but they need to invest in resources (3^rd parties) and people to be successful.

Key Takeaways

Strategy and Execution

Frank emphasized the critical nature of strategic planning in e-commerce, debunking the myth that “if you build it, they will come.” He highlighted the importance of integrating customer service into e-commerce platforms, allowing for automation of mundane tasks to free up resources for more revenue-generating activities.

Practical AI Uses in Distribution

The conversation also covered the realistic applications of AI in distribution, stressing that AI is not a job eliminator, but a tool that automates mundane tasks, freeing up employees for revenue generating activity.Frank shares that at least 65% of a distributor’s customer serve rep’s time is non-revenue generating and AI, eCommerce and other technology tools can help reduce this, helping distributors be more competitive, more profitable, drive greater sales while delivering a better customer experience.

ERP Evolution and Impact

With over 25 years at Epicor, Frank discussed how ERP systems have transitioned from record-keeping frameworks to comprehensive, action-oriented tools that facilitate business growth and efficiency.“ERP has evolved from being a system of record to a partnership that supports active business management. It’s about making the ERP easy to consume so that it doesn’t consume you,” says Heenan.The ERP should be the foundation point that helps disseminate information to the customer (internal and external) where they need it, when they need it and in a format that works fro them.In this episode of the Driven by DCKAP Podcast, Frank Heenan explores technology, innovation, and leadership lessons. By leveraging technology and strategy, Heenan illustrates how modern distribution leaders can inspire their teams and drive innovation.

More Information

• For more details, visit the
• Subscribe to the Driven by DCKAP Podcast
• Interested in another perspective from Epicor on simplying Commerce? View this interview from Ellen Pope with DCKAP.

To learn more about ERP integration and getting systems to talk to each other, check out the DCKAP Distributor Blog.

Thoughts

If you’re a distributor leader, ask:

• Is my IT department revenue / profit generating
• What 2-4 areas does IT (or Digital Technology, if you call them that) think the company should invest in (time / money) that technologically will increase profitability and improve “customer” experience that are realistic to implement and will gain internal, team, support?
• “Who should be their internal business partner on each of the initiatives?” (because IT cannot drive change as they are not effective in marshalling support as they are process-oriented.)