Royal Foods
The Need For Round-The-Clock Order Processing
SSS Australia have been supplying medical equipment and consumables to the Australian healthcare market for over 45 years. Known for their unwavering commitment to customer care, the team at SSS Australia strive to set a benchmark in gold standard service. That aim naturally extends to their online channel, and with an eye for innovation, they work hard to offer their customers the best online experience possible.
SSS Australia aren’t new to eCommerce. The successful healthcare supply company has offered its customers online ordering since the early 2000s. But since that time, B2B eCommerce has matured and its users have grown more sophisticated. Recently, the team at SSS Australia had come to realise their existing platform wasn’t delivering the sort of agility and flexibility they needed. They found they needed to build customisations on top of their existing platform in order to offer their customers features that were considered ‘non-standard’ for B2B.
They found themselves at a crossroads: either upgrade to a newer version of their current platform, or start evaluating other options. And thus the partnership with Commerce Vision was born.
A large percentage of Royal’s weekly orders come in over the weekend. Head chefs and kitchen managers do their replenishment orders late at night or in the early mornings. Those orders need to be ready for the warehouse to pick, pack, and get onto the truck at 8 AM Monday morning.
With warehouse staff clocking on at 5 AM, that gives Dani 3 hours until the truck leaves. That means 3 hours to release orders that are already in the ERP, and 3 hours to key in the ones that aren’t. Three hours to ensure every order is picked, packed, and dispatched.
And so she unlocks that office door at 4 AM, giving herself an hour’s head start and a fighting chance of getting it all done.
Platform
In 2017, we approached Royal with a proposal: let Lucy handle it. Royal could automate their order entry with Lucy - our brand new intelligent order processing solution. Lucy was just about to be released and we needed a forward-thinking customer to trial her and give feedback. The folks at Royal were keen to give Lucy a go. They knew they needed a better way to handle all their manual orders, and after 29 successful years in business, Royal weren’t the type to shy away from innovation.
People
“We don’t know what we’d do without her!”
- Shannon, Royal CDS
Dani no longer gets to work at 4 AM on a Monday. Lucy is handling all of those orders she used to process.
Another benefit Lucy's delivered to Royal? Career advancement and growth.
Lisa, formerly a Customer Service Manager, has been freed up enough by Lucy that she’s branched out onto the road in a Sales role.
Bringing Lucy on board has allowed the people at Royal to do what they do best - provide excellent service to their customers, all around Australia.
Results
Royal operates from 5 AM to 6 PM every weekday - because that’s what great service looks like. They've been serving the Grocery Retail and Foodservice sectors for more than 29 years, supplying such customers as:
- Woolworths
- Spotless Group
- Marriott
- Starbucks
With Lucy handling over 50% of Royal's 30,000 order lines each month, the head office Customer Service team have found they’re spending far less time managing errors and returns. In fact, they’ve even taken on order processing for other states.