The Challenge It was essential to improve the overall efficiency of the order management process to match the fantastic growth experienced by Delifresh over recent years.
Delifresh have a traditional order process, with customers placing orders via email and leaving voicemails. Orders are often placed by chefs and can be received by Delifresh at any time of day. It’s crucial that Delifresh react to these orders promptly, as some of them are for high volumes of produce and require a quick turnaround, in some cases as quickly as three hours for drivers to deliver fresh vegetables, pasta, breads, cheese and a host of other kitchen essentials to clients.
Email orders were being received through traditional email providers such as Outlook, without a centralised management process for dealing with these. Voicemails were recorded through their phone system and then managed through an application built many years ago, in an outdated, clunky piece of software no longer supported by the developer.
The issue that this posed was that occasionally, important orders were missed, or there would be a miscommunication between who was handling an order. With some orders managed through Outlook and others through a different system, there was a capacity for things to go wrong and it lacked consistency in management approach.
What We Did The project went through a number of iterations in order to ensure that the bespoke functionality was exactly right for those who would be using it every day of the week.
We kicked off our involvement by analysing Delifresh’s system infrastructure, thanks to a combination of on-site visits, remote access and meetings with key stakeholders.
This allowed us to determine that replacing the voicemail system was definitely the priority, as the existing software was effectively obsolete.
It also became clear that Delifresh were also in need of an email system to work in tandem with the voicemail system and help improve efficiency.
Their main website had previously been built by our team of developers using Craft CMS, a modern PHP framework that lends itself well to being extended to include the latest features and updates within its architecture. This allowed our team to utilise this extensibility to create the new areas required within the technical specification of the project.
Considerable time and strategic planning was invested in the development of the new system, focusing on the ability to split orders into ‘waves’, which allows for location-based priorities to be created. Functionality is also in place to allow two-way customer communication, as users can request confirmations of items or find, review, change and update their order based on stock queries.
Alongside a modern user experience for their admin team, the site also features easy to learn search and reporting capabilities so that Delifresh’s management have everything they need in one place.
Once the voicemail system was completed and rolled out, the new email order management system was then created, utilising the same user experience as the voicemail system, piggy-backing onto the same search process and reporting methods.
The website and email and voicemail systems have all been created specifically for the needs of Delifresh in mind and work harmoniously together to save the company valuable time and improve overall business functionality.
Due to the scale of orders Delifresh receive and the complexities of the overall system, AWS was chosen as the hosting platform and the accompanying applications utilise micro-services to help with performance.
“This has revolutionised the way we handle our orders and has been invaluable to us as part of our growth plans.
Handling extensive volume orders in short timeframes is a challenge for any business, especially when fresh food is involved. The implementation of the new order capture platform that Ascensor created has without doubt streamlined our internal processing of orders, enabling faster integration, faster responsive search and most importantly less risk to this business-critical task.
Delifresh are an integral arm of the hospitality supply chain, enabling ingredients to be ready for when the chef requires. With incredibly short order lead times from our customers, accuracy and speed of processing is imperative.
‘Project Capture’ was executed by our fantastic friends at Ascensor with a brilliant responsive professional mindset and delivered on time and within budget. We now have an order capture process that we are continually developing with the team to ensure a future-proof method as our business scales going forward.
Fantastic ideas coupled with great people brings efficient and dynamic innovation even in the world of veg. Amazing work!"Robert Ramsden - Delifresh