How Jøtul North America Gives Dealers Real-Time Answers with an Epicor-Connected Portal
By Beth K. · Published · Updated · Customer story, Epicor, Manufacturing
“Reports that used to take me a good hour and a half to gather… it’s down to seconds. It’s an incredible tool.” Jim Merkel, Jøtul North America
Jøtul North America sells through specialty retail dealers, some direct and some two-step. Those dealers sit in different time zones and need answers when they need them. Here is how Jøtul uses CrikSales with its Epicor ERP data to give dealers and reps those answers on demand.
At a glance
- Company: Jøtul North America, Maine, USA. Stoves and fireplaces.
- Systems: Epicor ERP with a CrikSales (Crik-IT) dealer and rep portal.
- Who uses it: sales reps, account managers, tech support, and dealers.
- Result: real-time dealer answers, direct order entry, warranty tracking, and reports in seconds instead of an hour and a half.
The challenge: answers across time zones
Jøtul is on the East Coast, and some dealers are in California and Canada. Dealers needed to check inventory, check accounts, and confirm product availability at any time, not only when someone at Jøtul could pick up the phone.
Jim Merkel, Jøtul's sales manager, sometimes calls the portal a virtual account manager. When a customer wants to know now whether a product is available, the answer is already there.
The Epicor connection
CrikSales presents Jøtul's Epicor ERP data in a portal that dealers and reps can use directly. Inventory, account information, and product availability are visible without a phone call or a login to the ERP itself. That keeps the ERP as the system of record while the portal handles the day-to-day questions.
What Jøtul does with it
Dealer self-service and direct order entry
Dealers enter orders directly in the portal. Especially when inventory is tight, the system makes sure product is allocated to the order.
Warranty claims
Dealers submit warranty claims and track their progress. It also saves time for the tech support staff who process those claims.
Reps prepared for every call
Every Jøtul rep has the portal on an iPad and smartphone. Before a sales call they can check outstanding information, open invoices, and credit status. Early every morning, an automatic email brings the previous day's sales: who ordered and what.
Reports and contact tracking
Jim can see how a territory is performing with a 3-year sales comparison and drill down to a single dealer to track growth over time. Contact note reports show how many new dealers each rep has set up, so he no longer has to chase reps for updates.
“Crik-IT is a great sales management tool. My favorite feature is direct order entry, allowing dealers to submit warranty claims and allows dealers to track the process of warranty.”
The results
- Hours to seconds: reports that took about an hour and a half now take seconds.
- Time saved across teams: tech support, account managers, and sales reps all spend less time gathering information.
- Answers at any hour: dealers get inventory and account answers regardless of time zone.
Read the full interview on the Jøtul customer story page.
Frequently asked questions
Who is Jøtul North America and how do they use CrikSales?
Jøtul North America sells wood stoves, gas stoves, and fireplace inserts through specialty retail dealers, some direct and some two-step. Its sales reps, account managers, tech support staff, and dealers use CrikSales (Crik-IT) for dealer self-service, direct order entry, warranty claims, and sales reporting.
How does the Epicor integration help Jøtul's dealers?
The portal puts ERP data in front of dealers and reps so they can check inventory, account status, and product availability at any time, without waiting for someone in the office. That matters when dealers span time zones, from the East Coast to California and Canada.
Can dealers enter orders directly in the portal?
Yes. Jøtul dealers use direct order entry. When inventory is tight, the system makes sure product is allocated to the order.
Can dealers submit and track warranty claims?
Yes. Jim Merkel, Jøtul's sales manager, names direct order entry and warranty claims as a favorite feature: dealers submit claims and track the warranty process in the portal. It also saves time for Jøtul's tech support staff who process those claims.
How much time do reports save?
Jim Merkel says reports that used to take him a good hour and a half to gather now take seconds. He can see a territory's performance with a 3-year sales comparison and drill down to individual dealers.
How do Jøtul's sales reps use CrikSales in the field?
Reps use it on iPads and smartphones. Before a sales call they can check outstanding information, open invoices, and credit status. Each morning the system emails them the previous day's sales, including who ordered and what.
Is CrikSales only for stove and fireplace companies?
No. As Jim Merkel puts it, it is not industry specific: any sales organization or manufacturer that deals with customers can use it.
How can I get a portal like Jøtul's?
Start a free trial or schedule a demo. The CrikSales team can walk through your ERP setup, including Epicor, and what a connected portal would cover for your dealers and reps.
Want a portal like Jøtul's for your dealers and reps? Start your free trial or schedule a demo. Explore the CrikSales B2B portal and quotes and estimates.
For more articles like this, visit the CrikSales blog.
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