WHILL Inc. North America case study
WHILL Inc. North America is the same relationship behind the Scootaround and WHILL digital rental work TAG led separately, a global mobility device manufacturer that needed fractional leadership to support operational scale across its North American business.
The challenge
After entering the North American market as a startup, the systems set up to run the business ran into constant friction: software errors and non-standardized processes were leading to quality issues and delays. That was compounded by the impending departure of the one person who held the deepest knowledge of how the company’s operations actually worked, putting institutional knowledge at real risk.
The solution
TAG conducted a comprehensive assessment to document and improve the business’s processes and systems, working with stakeholders to map both how operations actually ran (AS IS) and how they should run (TO BE), along with a system map of how the business’s software actually connected together. That process mapping surfaced the highest-impact improvement areas, which were then prioritized and addressed in sequence, including platform migrations and updates backed by clearer controls, rules and real-time reporting.
Concretely, that meant consolidating sales, support and operations onto Salesforce CPQ (migrating off BigCommerce and Dell Boomi), implementing Arka Inventory to bring inventory management into Salesforce directly, and building tailored Salesforce workflow rules so the right teams could act at the right stage without stepping on each other.
The results
Dependence on outside IT support dropped by nearly 100%, and average lead time for shipping units decreased (in some cases by a full day), improving both operational efficiency and customer satisfaction. The business moved from ad-hoc, error-prone processes to a single, well-governed operating system it could actually run and scale on.