Angela
Processing Orders 10 Times Faster With RemOnline
Learn how Kyiv’s premier shoe and handbag restoration service evolved into an efficient, automated business, where every process runs like clockwork.
Table of Contents
Paper-Based Order Management System Was Hindering Business Growth
Switching to RemOnline as a Game-Changing Decision
How Order Processing Time Dropped from 15 Minutes to 1 Minute 20 Seconds
In 2015, future shoe repairer Ivan Kravchenko moved from Odesa to Kyiv to seek his path. He initially considered a unique idea of shining shoes as a theatrical performance on Khreshchatyk, Kyiv's main street. However, a meeting with a local shoemaker redirected him to shoe restoration. Ivan began with limited funds, minimal experience, and no connections in the city. He then partnered with another shoe repairer Oleksandr, enabling them to establish their shoe restoration business. Together, they launched August Shoe, a shoe repair shop in central Kyiv, followed by a dedicated shoe workshop.
Ivan Kravchenko, co-owner of August Shoe
Today, August Shoe is a well-known brand specialising in the restoration of bags and shoes by Loro Piana, Chanel, Hermes, and Gucci. The business is experiencing significant growth. The owners aim to establish an international reputation that extends beyond Kyiv and Ukraine. Talented Ukrainian shoe repairers are already attracting clients from European countries who send their shoes for repair.
Restored shoes at August Shoe, waiting to be sent to clients
Paper-Based Order Management System Was Hindering Business Growth
In 2019, Ivan recognised the need for CRM for small business as orders increased. However, he postponed implementation due to the high cost of the necessary infrastructure (printers, laptops, etc.). By 2023, the volume of orders had risen significantly, making it impractical to maintain paper records. Consequently, Ivan opted to transition to a modern CRM solution.
In the beginning, we handled orders manually with notebooks, paper, and stickers. As the order flow increased, we realized we needed to transition to digital solutions. My partner initially preferred traditional methods, believing in the value of pen and paper. I, on the other hand, advocated for full digitalisation. Today, we both agree that adopting RemOnline was a pivotal decision. We can no longer recall how we managed our business before implementing this CRM.
Ivan Kravchenko
Co-owner
August Shoe
August Shoe restoration service
Before implementing RemOnline, shoe repair processes were inefficient. Business owners and employees wasted time on routine tasks — they filled out paper logs, placed orders manually, and made constant calls to clients. Managing a high volume of orders, sometimes up to 300 pairs of shoes at once, presented more challenges. Identifying each pair required multiple checks to prevent mixing them up during pickup. Additionally, calculating salaries, expenses, and customer debts proved to be difficult.
Initially, we relied on a notebook for our record-keeping needs. However, this method was inefficient compared to using CRM software. We faced challenges with calculating salaries and expenses. Cash shortages were common. It was unclear who took too much money or who paid too little. Dealing with regular clients posed additional problems. Clients would often come in without cash, pick up orders, and promise to pay later. We suspect that many of these clients did not fulfill their promises. Consequently, funds seemed to disappear. With RemOnline, we eliminate this chaos. Every client and order is meticulously recorded in the database. This ensures accurate tracking and accountability.
Ivan Kravchenko
Co-owner
August Shoe
Ivan Kravchenko, co-owner of August Shoe
Switching to RemOnline as a Game-Changing Decision
After implementing the CRM system, all processes in August Shoe became fast and efficient. Issues with accounting and order identification were resolved. The modular RemOnline system allowed owners to customise workflows according to their needs. The shoe repairs eliminated unnecessary paperwork and improved overall efficiency. Customer service also saw significant enhancements.
Restoration orders are now processed quickly, with each pair of shoes assigned a unique label. Clients automatically receive SMS updates regarding their order status.
In RemOnline, we now create orders and use statuses effectively. Each pair of shoes has automatic label printing. We also print stickers for the shoe repairer and the box once restoration work is complete. This process has improved significantly. Additionally, we have implemented automatic SMS notifications for order statuses. As a result, we no longer need to notify clients manually by phone, which is a significant advantage.
Ivan Kravchenko
Co-owner
August Shoe
Orders in RemOnline
Is RemOnline the right fit for your business? Discover all its benefits for your niche in a live demo.
The implementation of an automated SMS notification system has enhanced shoe repair efficiency. RemOnline now automatically updates clients on their order status, including order details, estimated time, and service costs. This system improves staff productivity and minimises the chances of errors and misunderstandings.
Automatic notifications about order status changes
Automation has streamlined communication processes. It has removed many routine tasks, including manual information entry and frequent phone calls. This change has allowed the shoe repair shop to optimize workflows and enhance customer service. Operations have also become faster. This is particularly important due to the shop's city center location, which has limited parking opportunities.
Clients now receive an SMS with details about the time and cost when placing an order. This process saves significant time by eliminating the need for phone calls. Our location in central Kyiv makes it challenging for clients to stop their cars for long periods. Therefore, clients can simply leave their shoes and provide their phone numbers. We automate SMS notifications for each pair, informing clients about pricing and timelines. Generally, clients do not call back; they accept the information and we proceed with the order. RemOnline has significantly reduced our routine tasks. Reflecting on our previous method of manual entry, we recognise that direct customer communication consumed much time.
Ivan Kravchenko
Co-owner
August Shoe
August Shoe also actively uses the RemOnline Work Orders mobile application to track expenses, manage multiple cashboxes, and quickly access order information. It supports efficient customer interactions, even when staff are off-site.
When clients inquire about order readiness, I can check the current status in the app immediately. This allows me to understand the timeline for order fulfillment and communicate effectively with clients. Overall, the app enhances convenience and efficiency. There is no need to return to a computer or remain on-site constantly.
Ivan Kravchenko
Co-owner
August Shoe
RemOnline assists Ivan and Oleksandr in monitoring important financial indicators. This includes cash on hand and the value of closed orders. Before the active season, the owners assess their work areas and identify popular services to guide business development.
We review reports in RemOnline to identify our most popular services and strategise on increasing their volume. We analyse reports on employees and orders, including our profit from specific services over the past six months. This data informs our future direction.
Ivan Kravchenko
Co-owner
August Shoe
Dashboard in RemOnline
How Order Processing Time Dropped from 15 Minutes to 1 Minute 20 Seconds
At August Shoe, the processing time for a single order has dropped from 10-15 minutes to just 1 minute and 20 seconds. Shoe repairers no longer need to manually track details for large orders, as RemOnline handles all information management. The CRM for small business has also enhanced customer satisfaction. Clients now receive all information regarding their orders, including delivery time and cost, directly on their phones.
With RemOnline, client communication and work processing have become significantly more efficient. Previously, we spent 3-4 hours daily on these tasks. This accounted for half of our workday. We often needed to verify if the correct information was sent for processing. Now, such delays are no longer an issue.
Ivan Kravchenko
Co-owner
August Shoe
Ivan Kravchenko, co-owner of August Shoe
Although not all of RemOnline's features has been used yet (the team plans to add integration with Nova Poshta soon), the owners of August Shoe are very pleased with the result and cannot imagine working without the digital system.
The RemOnline team is delighted with August Shoe's success and wishes them continued growth and development. And we will maintain our focus on improving the efficiency of small businesses in Ukraine.
