ESPRESSO SOLUTIONS

THE CHALLENGE

When launching, Espresso Solutions sold specialist coffee equipment and accessories to trade customers. However, toward the end of 2019, lockdown hit, and an increasing number of people invested in professional coffee equipment for their homes. This meant that Espresso Solutions’ market grew to include the public, which added increased pressure on its supply chain.

The Espresso Solutions team prides itself on great customer service, as well as next-day delivery. However, as demand for its product increased, it needed to escalate productivity to maintain these goals.

At the time, Espresso Solutions was manually processing orders, using CSV exports from Interprise, its ERP (Enterprise Resource Planning) software to relay delivery information to the multiple carriers that it used to deliver goods.

Espresso Solutions also managed the relationships with the carriers themselves, which meant a lot of time was spent tracking shipments across multiple contact centres.

The company sought a solution to help it meet these challenges, without having to hire temporary staff.

THE RESULTS

Through our multi-carrier management platform, myCCL, Espresso Solutions has been able to maintain its existing carrier relationships, but is now also able to offer a greater choice of delivery options to its customers, by taking advantage of CCL’s rates with other carriers and services.

Espresso Solutions has been able to consolidate and manage its carrier activity – from booking to tracking - on a single platform. The dashboard provides an at a glance view of all shipments, making it easier for the team to answer customer queries quickly.

myCCL has also allowed Espresso Solutions to reduce its use of paper in the pick, pack dispatch process.

Now, instead of using paper pick lists, Espresso Solutions uses iPads with digital pick lists that contain barcodes with the order numbers. These barcodes can be scanned to load the order into One Click Dispatch, which then runs Business Rules to automatically select the right carrier and service, eliminating errors from manual decision-making.

myCCL One Click Dispatch has saved the team around two hours each day, dramatically reducing the time spent completing admin tasks, such as manually processing orders and printing labels; this has freed them up to focus on other tasks, increasing their productivity.

The myCCL Customer Experience Solution Branded Tracking pages have also improved communication between Espresso Solutions and its customers, reducing WISMO queries and keeping the business at the front of the customer’s mind after purchase.

What's more, CCL added an electronic delivery note option on Espresso Solutions' Branded Tracking page, which allowed customers to view and save delivery notes on their devices. Offering this document online further improved transparency between Espresso Solutions and its customers and helped both parties reduce their use of paper,  honouring sustainability values.