Founded in 1976, PR Distribution is a third-generation family business specializing in the distribution of industrial and MRO supplies. The company has approximately 40 representatives covering Eastern Canada.
The company stands out for its Vendor Managed Inventory (VMI) service, supported by a wide range of inventory management systems and vending machines. These solutions enable its customers to better manage their inventories and ensure product availability in sectors such as trucking, manufacturing, institutional maintenance, and construction.
Before its digital transformation, PR Distribution faced several significant constraints. Order management was largely manual, and teams lacked real-time visibility into inventory and customer-specific pricing. The company also struggled to standardize processes across its many field representatives.
Each order required duplicate work. Sales were first recorded on paper during customer visits, then sent internally and manually re-entered into the existing system. Once entered, orders were prepared in the warehouse and labeled for shipping. This process not only caused delays but also increased the risk of errors, sometimes leading to returns and customer dissatisfaction. François Lord, CEO of PR Distribution, summarizes this period well:
“Before Fidelio, everything relied on manual processes. Representatives took orders in the field, which were then digitized and emailed to the office, and re-entered into the system for processing.”
The main challenge was finding a way to support growth without increasing headcount, while ensuring reliable, fast, and transparent customer service.
For François Lord, the objective was clear:
“We wanted to be the best in our VMI service and ensure our customers were well served, while enabling our representatives to be more efficient in the field.”
PR Distribution aimed to modernize its VMI approach and allow both representatives and customers to access reliable, real-time information. Choosing the right ERP system would make it possible to:
Automate order entry to reduce errors and processing time
Provide full visibility into inventory and pricing for field representatives, internal teams, and customers
Optimize planning and remote inventory management through a self-service customer portal
The collaboration with Fidelio began with an analysis of PR Distribution’s internal processes to identify opportunities for automation and operational improvements. As part of this initiative, the company also integrated its Product Information Management (PIM) system. This integration centralized product data and made it accessible in real time to both internal teams and field representatives.
The implementation of Fidelio was carried out gradually. The initial steps focused on automating order and inventory management to reduce manual entry and improve data reliability. PR Distribution then developed digital tools to support its representatives during customer visits.
Adopting the platform required an adjustment period. Some employees were initially hesitant about the new technology. However, as they began using the tools daily, they quickly recognized the benefits. As François Lord explains:
“At first, some employees were skeptical. But once they started using the solution, they realized how useful it was. They could do their jobs better and even visit more customers in a single day.”
Since implementing Fidelio ERP, PR Distribution has observed several tangible benefits:
Increased productivity: Representatives can now conduct more daily visits and process more orders. François Lord highlights the immediate impact:
“Before, our representatives could complete between 6 and 8 visits per day. Today, they average between 8 and 10. Multiply that by our 40 representatives over nearly 250 working days—that’s more than 10,000 optimized visits per year. And thanks to automation, each order is processed faster with fewer errors. It’s a huge gain for both productivity and customer service.”
Improved accuracy: Automated data entry significantly reduces errors and returns. Representatives can enter orders on-site and automatically transmit the information to the warehouse for preparation and shipping, eliminating manual re-entry.
Better visibility into inventory and pricing: Customers and internal teams now have access to accurate, up-to-date information. The self-service portal allows customers to view pricing, check product availability, and track orders in real time. This visibility reduces inquiries to internal teams and streamlines communication between customers, representatives, and customer service.
Sustained growth through the self-service portal: PR Distribution is on track to double the number of transactions completed via its web portal within a year, while maintaining the same team size. This autonomy reduces the administrative burden on internal staff and enables faster, more reliable order processing, contributing to significant business growth.
The portal also allows customers to easily access key information such as invoices, order tracking, backorders (BO), and deliveries. François Lord shares:
“After one year, we have around 800 active users, more than 1,200 completed transactions, and we’re well on track to double last year’s transaction volume.”
This highlights both the rapid adoption and effectiveness of the ERP, as well as the continued growth in transaction volume—a key indicator of digital transformation success.
Thanks to the integration of Fidelio ERP, PR Distribution has modernized its VMI operations while maintaining its human approach. Representatives now have efficient digital tools, and customers can manage their orders independently through the self-service portal. As François Lord concludes:
“Today, none of our representatives would want to go back to the old way. Every order flows smoothly, information is instantly accessible, and we can continue to grow without increasing our internal sales team at the same pace. It’s a transformation that has changed how we work and our ability to serve our customers.”
This success marks a major milestone in PR Distribution’s history and illustrates how adopting a modern ERP can transform a family business by improving efficiency and supporting sustainable growth.