The alarm goes off...
Dani pulls herself out of bed, bleary-eyed, at 3am. It’s Monday morning and she’s up before the sun. As everyone around her snores, Dani gets up and moving so she can make it to the office by 4:00am. Sure, the roads are lovely and quiet at this hour, but quite honestly, she’d much rather stay tucked up in bed.
However, Monday mornings are huge at Royal CDS - there’s simply no time for dragging feet.
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 8am Monday morning.
With warehouse staff clocking on at 5am, Dani’s got 3 hours until the truck leaves. That means 3 hours to release orders that are already in the ERP system, 3 hours to key in the ones that aren’t, 3 hours to ensure they’re all picked, packed, and dispatched.
And so she unlocks the office door at 4:00am. An hour’s head start gives her a fighting chance of getting it all done.
In the foodservice industry, these hours are not unusual. Royal CDS operates from 5am to 6pm every weekday; because that’s just what great service looks like. Royal has been serving the Grocery Retail and Foodservice sectors for more than 29 years. Operating in Queensland, New South Wales, and Victoria, Royal CDS are approved suppliers to nationwide customers such as:
As you can imagine, Royal are busy... and quite happily so.
But the team found they were doing a lot of manual data entry every day. Royal get orders from more than 1600 foodservice customers in an average month. PDF purchase orders in dozens of formats, different for each customer. All processed manually.
Dani, who could’ve been delivering amazing service elsewhere in the business (or sleeping!), was coming in on Sundays, keying in orders, and braving those brutal 4am Monday morning starts.
Errors and returns were costing the business money, and it all took up so much valuable time.
In early 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 us 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 CDS weren’t the type to shy away from innovation.
Fast forward 12 months and Royal are running like a well-oiled machine with Lucy on their team.
While they always expected that Lucy would drive efficiencies in their supply chain, Royal have experienced an unexpected benefit over the last year. Their happiness quotient has increased!
With Lucy handling over 50% of Royal's 30,000 order lines each month, the QLD 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 Victoria.
Dani no longer gets to work at 4am on a Monday. Lucy is handling all of those orders she used to process.
Another effect that Lucy has had on Royal? Career advancement and growth.
Lisa, formerly a Customer Service Manager, has been freed up enough 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.