Returns, warranties, and repairs are a headache for distribution. Much of that pain stems from the antiquated systems that most companies still rely on to process their returns. Alex Witcpalek, founder and CEO of Continuum.ai, recognized the optimization potential of this largely overlooked in-house activity and created the first B2B returns network for distributors and manufacturers. Jason caught up with Alex during a recent conference in Chicago to find out what drew this ex-college footballer to distribution (and podcasting!), why Continuum.ai’s platform is a perfect match for a niche operation with so many variables, and how it boosts the user’s overall profitability. The pair also discuss the role that Continuum.ai’s quality culture plays in attracting and keeping a top-tier workforce.
“I met with a buddy who said if you wanna make a difference, you can get tech and could really change the world,” recalls Alex. That conversation led him to an analytics and CRM company, where he fell in love with the distribution industry’s people and its pain points. “We spent a lot of time on the order automation side, and this concept of returns and warranties kept coming up. That’s where Continuum.ai was born, out of that concept of how do we take mundane processes that are so ingrained inside distribution organizations and think about them in an innovative way?”
Continuum.ai accelerates the returns process, which allows employees to focus on ideation or relationship-building rather than time-consuming transactions. The platform’s automated processing reduces the number of missed vendor credits, excessive inventory write-offs, or disputes that weigh on a company’s bottom line. “We can take a warranty claim in the HVAC market that used to take 30 to 40 days to authorize, and we now do that in 30 to 40 seconds,” Alex says.
Recruiting first-string talent is also part of the innovation strategy at Continuum.ai. “We put the right people in the right spot, and then we doubled down on culture,” says Alex. “One of our core company values is being part of something bigger than yourself. We are helping the supply chain and distribution and manufacturing companies. We wanna help these businesses be better.”
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MENTIONED IN THIS EPISODE
Hardi Emerging Leaders Program
QUOTES
“If you like to wake up and basically having a Rubik’s cube to solve every day inside of a business, I mean, distribution is great!”
“You can’t just cut your way to growth.”
“I think the problem is, distributors have a bias for how close they are to their business, where they don’t recognize their own problem which is why you see so much ‘me too’ technology.”
“I think the people inside your own four walls are probably some of your best recruiters.”
“If you’re in the wrong position, you’re having an out-of-body experience trying to fit yourself to the job that you need to do. You are never going to maximize your potential.”
“Your culture is your legacy.”
CONNECT WITH JASON
CONNECT WITH ALEX
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Distribution Talk is produced by The Distribution Team, a consulting services firm dedicated to helping wholesale distribution clients remove barriers to profitability, generate wealth, and achieve personal goals.
This episode was edited by The Creative Impostor Studios.
Special thanks to our sponsor for this episode: INxSQL Distribution Software, an integrated distribution ERP software designed for the wholesale and distribution industry.
