A B2B customer portal and ERP integration for Dupont Cheese
This is how Dupont Cheese optimized their sales flow and strengthened the relationship with retailers.
Highlights
- Portal solution with order history
- Real-time product information
- Personalised online order form
- Connection with SAP
- Sales department can log in on behalf of the customer to provide support
- Tools to motivate latent customers
Dupont Cheese is a Belgian cheese processing and distribution company based in Bruges, and is part of the Milcobel dairy cooperative. The company specializes in cutting, packaging and distributing both Belgian and European cheese specialties. One of the best-known brands that processes Dupont Cheese is Brugge Cheese. In addition, the company also distributes other Milcobel brands such as Nazareth and various abbey cheeses.
With around 230 employees, Dupont Cheese processes around 10,000 tons of cheese annually on sixteen production lines. The company has invested in modern technologies, including a fully automated cheese decrusting machine, to increase efficiency and improve staff working conditions.
Challenge: Improving the user experience for retailers
To ensure their privileged relationship with retailers not only today, tomorrow but also in the medium and long term, Dupont Cheese chose to arm the sales department with an efficient e-commerce platform that could simultaneously optimize online communication with customers. Also on mobile devices.
Ordering products, following orders and invoicing or enjoying promotions should thus be faster, more user-friendly and more transparent. The ambition was to relieve the retailer administratively through further digitization, so that they would have more time for their core business.
A specific challenge in setting up the webshop was to generate an overview of all important documents related to the order history.
“Everything on the front end looks amazingly simple and structured for users. The feedback to the ERP is also perfectly arranged.”
— Koen Van Der Chairs, Project Manager at Dupont Cheese
Solution: Customer Platform
Ordering is made thanks to the Fonda Customer Order module possible at any time of the day regardless of the availability of the sales manager. In case of problems related to products, deliveries or orders, this employee remains easily accessible and can also log into the platform to monitor the customer's order status.
From now on, customers can view, download and print out information and documents related to their previous orders via the customer platform.
Finally, the Customer Engagement module strengthens customer loyalty by activating latent customers to place an order.
Results and impact
Better for customers and sales teams
A nice, handy ordering and communication tool for customers and a rewarding source of information for the sales team.
Retailers can quickly find their product info
It's the easiest and fastest way for retailers to get product info.
Customer loyalty has been strengthened
Customer loyalty is now being worked on in an automated way!
Curious about Fonda's impact on your organization?
Kevin is happy to tell you more during a short (online) demo by Fonda.