Intelligent SME.tech Issue 23 - Page 37

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// INDUSTRY UNLOCKED //

Streamlining

Sana Commerce , a global leader in B2B e-commerce platforms , has announced that leading Sydney wholesaler ,

customer care

Food & Dairy Co , has gone live with the Sana Commerce ERP integrated B2B e-commerce platform . Daniel Wickman ,
CFO at Food & Dairy Co , tells us more about this implementation and how it has benefited the company .
N 2021 , SANA Commerce

I designed and deployed a new B2B online ordering portal for a leading food and beverage provider , Food & Dairy Co . The family-owned Australian company supplies produce to restaurants and cafes across the Sydney region .

The new ordering infrastructure has led to 82 % of clients placing their orders online and a drop of 75 % in the number of customer support calls .
Daniel Wickman , CFO at Food & Dairy Co , said the strong growth experienced by the company during the past few years had put increasing pressure on the company ’ s ordertaking processes .
“ Our customers tend to assess their stock needs after they close each evening ,” said Wickman . “ This meant our staff had to process anywhere between 600 and 700 orders in a two-hour period and this was becoming unsustainable .”
A new order-processing platform
To overcome this challenge , in 2021 a decision was taken to deploy a more modern ERP system together with a B2B e-commerce platform that would be intuitive and accessible to both staff and customers .
“ We decided we needed to move to an online ordering system to streamline the processes and reduce the work burden on staff ,” said Wickman . “ We turned to our technology partner , Microchannel , for assistance and guidance .”
After reviewing a range of alternatives , a decision was taken to deploy Microsoft Business Central and Sana Commerce .
Significant business benefits
Once the new ordering platform was up and running , Food & Dairy Co found it was quickly enjoying some sizable business benefits . Wickman said one of the most significant was the ability for customer service agents to spend

WE ALSO QUICKLY FOUND THAT STAFF WERE WASTING LESS TIME BECAUSE OF THE IMPROVED WORKFLOWS THAT ARE NOW IN PLACE .
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