How National Tiles Scales Customer Experience and Operations with 123FormBuilder Enterprise
National Tiles, one of Australia’s leading tile retailers and distributors, has been helping Australians shape their homes and workspaces since 1979. With more than 40 stores and design centers across the country and a strong online presence. Whether online or in-store, National Tiles is focused on making things easier and better for their customers.
When National Tiles grew their digital operations, they chose 123FormBuilder Enterprise to centralize their workflows, save time, and get clearer oversight of their processes.
We needed a solution that could scale with us and integrate easily into our ecosystem. 123FormBuilder delivered exactly that – and more.
Brian Smith, GM – Transformation, National Tiles
From Gold Plan to Enterprise: Meeting Growing Data Needs
National Tiles started using 123FormBuilder with the Gold plan in 2022. As they accelerated their digital transformation and added more data collection use cases, they upgraded to 123FormBuilder Enterprise. This upgrade made it easy for them to handle hundreds of forms and process about 4,000 submissions every month – each with around 30 fields – showing just how much complex data they manage at scale.
Diverse Use Cases Across Retail and Operations
123FormBuilder is now used in multiple departments to drive efficient, scalable workflows:
- Customer Support: Forms automatically create Zendesk tickets, helping agents triage and resolve issues faster.
- Order & Delivery Management: Pickup and delivery scheduling forms ensure real-time data flows between stores, warehouses, and customers.
- Internal Approvals: Automated routing replaces manual email chains for purchase orders, project requests, and task sign-offs.
- File Collection: Forms with upload fields make it easy to gather project documents, photos, or blueprints from customers or staff.
Seamless Integrations for Real-Time Operations
Form data doesn’t sit idle; it flows in real time to the tools National Tiles already uses:
- Zendesk integration: Every form that customers fill out can automatically create a Zendesk ticket, so support requests are all in one place and get answered faster.
- Google Sheets integration: Form responses go straight into Google Sheets, so teams can analyze data and collaborate in real time – no copy-pasting needed.
- Approval workflows: Requests are routed to the right people for sign-off, with clear audit trails and an easy mobile experience for quick decisions.
Forms in Action
National Tiles uses hundreds of custom forms designed for different parts of the business. Here are just a few examples:
Order Change Request Form
Customer Collection Form – Customer Pickup Notification
Internal Approval Request
Each form is designed for clarity and compliance, often featuring file uploads, conditional logic, and automated email notifications.
Key Benefits Realized
- Scalability: 123FormBuilder Enterprise handles thousands of submissions monthly, supporting National Tiles’ growth across retail, distribution, and online channels.
- Process automation: Integrations with Zendesk and Google Sheets eliminate manual data transfer and ticket creation, reducing errors and saving time.
- Enhanced collaboration: Teams across 40+ locations access real-time data, share insights, and track approvals easily
- Security and compliance: Enterprise-grade security features-including encryption, GDPR readiness, and access controls – ensure sensitive data is protected at every step.
A Foundation for Future Innovation
With 123FormBuilder Enterprise, National Tiles securely collects data, automates tasks, and connects systems to work more efficiently and serve customers better.
Want to learn more?
Learn more about 123FormBuilder Enterprise and schedule a demo with our colleagues to explore how our solution can support your goals and organization.