How Texas Wood Supply cut DBT by 29% after switching from WebTrack to Suppli.

Overview

What began in 1979 as two brothers running a single moulder and rip saw in Mission, Texas is now Texas Wood Supply, a privately owned distributor of custom mouldings, trim, doors, plywood, and hardwood lumber operating seven locations across South and Central Texas.

Why Epicor BisTrack and WebTrack were falling short

TWS runs on Epicor BisTrack as their ERP. TWS moved early to give customers a way to pay online, rolling out BisTrack's off-the-shelf portal, WebTrack. But customers found WebTrack's legacy interfaces cumbersome, which kept them from adopting it. Reconciliation issues led to inadvertent double payments, eroding customer trust in the system.

And for TWS's credit team, led by Director of Accounting and Credit Manager Irene Cerda, BisTrack didn't provide the tools or automation to scale collections across all seven branches.

What changed with Suppli

TWS launched Suppli's digital credit teammate in April 2024. Customers immediately noticed how much easier Suppli's customer portal was to use, with adoption surging to 42% from under 10% on WebTrack. In fact, 90% of end customers say Suppli has made it easier to pay TWS than before.

And for Irene and the credit team, Suppli's digital teammate helps them meet customers where they are and collect more consistently. Given many of TWS' customers are field based, their digital teammate now automatically texts accounts who go past due. As a result, they've not just been able to keep up as AR has doubled from growth — they've reduced days beyond terms by 29% and achieved an 8 point drop in past due AR, from 36% to 28%.