Case Study: Herald Office Solutions
130 years of history ready to scale
There are companies that have spent decades operating on software no one wants to replace. Not because it is outdated or ineffective, but because it works, because the business lives inside it, and because replacing it would also mean losing the organization's operational knowledge. Herald Office Solutions is one of those companies. Its entire operation relied on an method that was never going to be replaced, because starting from scratch was simply not an option.
Now in its fifth generation of family ownership, backed by more than a century of experience, Herald has a deep understanding of its business. Corporate furniture, workplace supplies, space planning, technology, printing, and janitorial services come together in a comprehensive offering that serves everyone from small organizations to large corporations and public institutions.
The methodology wasn't the problem.
The problem was what it couldn't do on its own.
When data is no longer enough
As a company grows, complexity doesn't announce itself. It gradually emerges across every department until, one day, the method that once supported the business is no longer enough to provide a unified view of operations.
Herald's Challenges in 2020:
Furniture Manufacturing & Logistics
Office installation projects—with dozens of items, multiple suppliers, and delivery confirmations—required a level of end-to-end traceability that the existing system had never been designed to provide.
Finance
Accounts receivable required centralized visibility that the ERP could not provide.
Customer Service
Every customer interaction required a complete record and accessible history to provide timely and accurate support.
Executive Management
Company-wide performance tracking depended on disconnected Excel spreadsheets.
The data existed. The system worked.
But information wasn't being transformed into operational insight.
Fieldwork can't be replaced by a brief
When Herald and Axis Human began working together, the core decision came quickly: digitize the company's operations.
What followed was far more than a software project. It was an immersion process. The Axis Human team traveled to Herald's headquarters, visited its warehouses, and worked alongside every department.
This made it possible to understand how furniture deliveries move through the real world, how customer service representatives perform their work, and what managers need to see in their dashboards to make decisions.
The Greenway platform was the result of a thorough discovery process in which entire departments shared how they worked. This allowed the technical team to gain firsthand knowledge of Herald's operations and design and implement software built specifically around the business.
The project was approached as a strategic and cultural transformation, not as a technology patch.
The Greenway
Manufacturing and Logistics
End-to-end traceability for every installation project. Complete visibility into every order and item, from procurement through on-site installation confirmation.
Customers and Reporting
Centralized, searchable customer information, including accounts receivable, invoicing, customer records, and outstanding orders.
Interaction History
A unified interaction history organized by customer and department.
Sales Intelligence
Business intelligence for sales, costs, margins, and gross profit, with drill-down capabilities by product, SKU, and location.
Executive Dashboards
Clearly defined objectives and company-wide performance tracking with unified visibility across the organization.
Project Dashboard
Item Procurement, Delivery Logistics, and Scheduling.
Sales Tools
Sales intelligence, drill-down analytics, period comparisons, and advanced BI functionalities.
Team Performance
Team metrics tracking and individual performance insights.
Call Log
Status monitoring, attendee management, insightful notes, and task assignment.
Sales Funnel
Lead status tracking and conversion funnel management.
Screen 1 of 5: Project Dashboard
What changed
Complete Traceability
End-to-end traceability across furniture deliveries gave Herald complete visibility into every order, from procurement through final delivery confirmation.
Information at Hand
Finance and Customer Service teams gained immediate access to complete, centralized information.
Real-Time Decision Making
Performance monitoring, once scattered across Excel spreadsheets, became a shared source of truth for the entire organization.
Herald continues to create value while staying true to its legacy, now with greater agility and operational intelligence. That doesn't happen simply because a company adopts new technology. It happens when the commitment to growth is genuine and the technology partner is capable of turning that vision into reality.
At Herald, we define a partnership as a relationship between two parties that mutually elevates both. In Axis, we have found a true partner. The men and women on their team have in many ways felt more like our own employees and team members than subcontractors. They are true friends and we are grateful for the relationship we have built with them. The platform we have built together is tremendous, and they have done an amazing job working with our team to understand our processes to build a software system tailored to our team specifically.
For anyone considering a partnership with Axis Human, I would be more than happy to jump on a call to discuss how they have helped our organization!
Myers Jordan
CEO · Herald Office Solutions
