Streamlining key wholesale business processes to improve customer experience

The Client 

The company is a boutique beverage company, wholesaler, and retailer with product solid in over 10,000 retail locations across the United States.

The Challenge

Our client was looking for a partner in streamlining its wholesale business processes to improve customer experience and increase the use of automation tools. To differentiate itself in a crowded industry, the company strove to create a fully traceable supply chain based on direct trade, intimate relationships with producers, and specialized product. The engagement required an understanding of the client’s end-to-end supply chain and expertise in the food and beverage industry.

The Solution

We were asked to identify pain points in their current wholesale processes and to recommend and prioritize opportunity areas for the company. First, we created detailed process flow documentation for 24 individual current- and future-state processes across the wholesale areas of Core Sales, Pricing & Promotions, and Distribution. We extended this work to include improvement areas outside of, but integrated with, the wholesale space— including customer segmentation, inventory management, production, account team organizational design, and compensation models. These findings were shared with leadership and included recommended metrics to use for validating process improvements. The total time from start-to-finish on the engagement was just eight weeks.

The Impact

The primary benefit to our client was a surfaced understanding of the ongoing pain points, their business impacts, and how to eliminate them. We provided recommendations for improvement opportunities related to the business processes themselves, as well as the technology and organizational structures supporting those processes. We were also asked to provide recommendations to the leadership team for future projects and guidance on prioritization. All recommendations were produced with consideration for the client’s business drivers, culture, motivators, timelines, and customer expectations to maximize positive impact and ease of adoption both internally and for customers.