Cabinetworks CEO: How Tandem Has Company Poised for Expected Housing Market Uptick

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LIVONIA, Mich. - Although the housing market remains challenging, Cabinetworks Group CEO Jeff Jackson is cautiously optimistic that the company is poised for growth following a turbulent post-pandemic period that has resulted in pent-up demand for home construction and remodeling.

Since taking the role of CEO this summer, Jackson and parent firm Platinum Equity have made major investments in both operations and talent. Six new executives, including a chief operating officer, chief marketing officer and chief revenue officer have joined the team. A particular emphasis has been placed on all customer-facing activities with a goal of stronger engagement with the customer base.

"Tandem is vital because time is everything. Our customers want to spend their time in the most productive ways - managing their business, driving sales, and designing kitchens. You can't get back time; you can get back money, but you can't get back time. "

"(Tandem) is vital because time is everything," Jackson said earlier this year at Cabinetworks' new corporate headquarters in suburban Detroit. "Our customers want to spend their time in the most productive ways - managing their business, driving sales, and designing kitchens. You can't get back time; you can get back money, but you can't get back time."

"As the customer is looking to place orders, you want it to be easy. If it's easy, then they're going to come back to you. In essence, when you make it easy to do business, you build a fence around that customer. When they look to go elsewhere, it's going be tough because the competition doesn't have an integrated solution for the front end. It just helps retain the customer, build relationships."

Cabinetworks is the largest independently owned manufacturer and distributor of kitchen and bath cabinets in the U.S. The company produces both framed and frameless cabinetry, operating out of 13 assembly plants and three component facilities, and serves customers through a multi-channel approach including sales to dealers, home centers and distributors across the United States.

Tandem, which continues to receive functionality enhancements, enables more than 12,000 registered users to place orders, track shipments, and engage directly with customer care. Beyond the sales and service experience, it also offers more than 8,300 pieces of learning and development content, including product and design certifications to help kitchen designers in all sales channels sharpen their skills.

Cabinetworks was established in 2020 through multiple mergers and acquisitions. In the aftermath, Tandem was needed because the company lacked compatible technology and processes.

"The cabinetry industry can be a sleepy industry," said Cabinetworks Chief Technology Officer Heidi Mattison, who led the team that developed Tandem.

"It's a delicate balance between preserving the artistry of cabinetry and bringing in technology to enhance that artistry and the beauty of the industry."

Platinum Equity acquired the company in 2021.

"Tandem makes our customer service team much more effective because they aren't tracking information down on five or six different systems so there's that operational efficiency. In our minds, the real benefit is the go-to market; if we make life easier for our dealers and distributors then there is a compelling reason to stay with Cabinetworks. "

"Tandem makes our customer service team much more effective because they aren't tracking information down on five or six different systems so there's that operational efficiency," Platinum Equity Managing Director Christian Cook said. "In our minds, the real benefit is the go-to market; if we make life easier for our dealers and distributors then there is a compelling reason to stay with Cabinetworks."

That's the whole idea behind Tandem, according to Mattison, who previously worked 22 years in the automotive industry.

Along with the implementation of Tandem, Jackson is also excited about the renewed focus on KraftMaid, one of Cabinetworks' 15 brands and also one of the top names in cabinetry.

"We're going to invest in the brands that got us here," Jackson said. "As the company has grown, we've spread our resources to support many brands. We're going to reallocate our resources to the core. KraftMaid is a key brand in our customers' minds. We plan to emphasize those brands and reclaim that brand equity."

Jackson added the company is poised for growth when the housing industry settles. He sees the recent interest rate cut as a good long-term sign.

"The good news is we believe we are at the tail end of the spike in interest rates," Jackson said. "With the interest rate cut, we want to be able to take advantage of that.

"It's been a tough time in the industry, but the good thing is we're at the back end of that. Ultimately, with the cut in rates, I think you're going to see tailwinds come in force."

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