Background
Al Desco delivers gourmet food to businesses in London, with prepared platters for group meetings, client lunches and other time-dependent occasions. An efficient delivery service is paramount to the success of the business.
The problem
The business needed to improve customer experience by addressing all operational areas – from orders, preparation and stock levels, to delivery and invoicing. The ordering process was manual and included placing, creating, and delivering orders, accurate invoicing and billing, and ordering and maintaining stock levels. This manual process took hours to complete each day.
Al Desco was also experiencing problems within its production processes. They faced issues with high levels of wastage and food ordering.
Typically, orders were placed over the phone or website and then manually placed onto the system to be processed, prepared and delivered the next day. Customers would usually contact Al Desco on the day of delivery to confirm that their order was in hand. This additional contact placed great strain on Al Desco’s team, who needed to focus on preparing and delivering the orders.
Logistics
Providing accurate and time-driven delivery updates was difficult, and this created uncertainty for both the client and Al Desco. Creating precise delivery runs and loading levels was reliant on the personal knowledge of the business owner. Once an order had been dispatched there was no visibility on the progress of the delivery, and if it would arrive on time.
Without an integrated and automated ordering, food preparation, stock control and delivery system, maintaining customer service and profitability was difficult.
“The White Cobalt team’s insights, knowledge and the system that we have created with them has changed how I approach my business. It’s given me flexibility through remote working, with confidence, full control, and a view of the business at any point in time.
Daniel de Jesus, Director
Our approach
It was important to find solutions to innovate and differentiate Al Desco. We developed a comprehensive understanding of how they wanted to create a memorable customer experience. From this we carried out in-depth reviews into each area of ordering, production, delivery and invoicing.
From our detailed understanding of the workflows and interaction of each part of the business, we created a fully automated order process and delivery system.
The outcome
“White Cobalt team’s insights, knowledge and the system that we have created with them has changed how I approach my business.”
Daniel de Jesus, Director
The new system has enabled Al Desco to deliver a high-value experience to their customers, creating a competitive edge, and increasing profit. It has redefined the value of Al Desco by improving customer experience, driving efficiencies and profits through accurate order and billing management, while reducing staff and management time, and reducing wastage through poor stock management or incorrect ordering.
With clear visibility of every aspect of the business based on an accurate and real-time data set, with simplified workflows, Al Desco has total control over their business. This enables them to oversee and drive further efficiencies.
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