Why do you think your business has resonated with customers?
We’re huge on relationships with our customers. It's important to have a relationship before a transaction. A transactional relationship doesn’t last.
We might not be perfect, but what we aim for is two businesses working together for the ideal outcome. That’s why we’re constantly keeping in touch with our customers and we do whatever we can to innovate and make their lives easier.
What are the main challenges you’ve had with growing your business?
We’ve grown a lot in 15 years and that means we’ve had to accommodate that growth, and then maintain it.
Growing is a good problem, but as we got more customers and orders, it became harder and harder to manage. The volume of orders coming through from emails and texts was crazy and we needed a platform that would consolidate that all into our ERP.
How has Ordermentum helped with your challenges?
Before Ordermentum, all our sales team were continually receiving texts and phone calls leaving less time to build on their relationships. Sometimes we could upsell, but most of the time it was repetitive customers ordering the same thing every week.
We actually had one person in the office full-time who would have to get orders for the week. Ordermentum has solved the scaling of orders, and now that resource can concentrate on relationships and upselling items rather than just order taking.
Whether we’re putting in 100 orders a day or a 1000 orders a day, the way the transactions flow is pretty rock solid and doesn't impact our day-to-day.
How has integration helped you?
Ordermentum integrates with our ERP rather seamlessly. It’s been really useful, and has made things a lot better and a lot cleaner.
The integration allows the customer to order at their leisure, whether that is inside or outside of business hours. It gives the customer more control over when, where and how they order and pay. It also helps to keep customers engaged that don’t have time for rep visits to see any new products and assist in knowing what they last ordered for ease of future orders.
How does using Ordermentum make it easier for you to run a distribution business?
It’s the sign up for new customers that makes it so easy - we can send a Sign Up Link to the customer on text and have them sign up so easily. Before, a rep had to speak to them, and then they’d have to fill out a customer application form. Now, onboarding is done within minutes.
It keeps our competitors on their toes and allows us to deliver to our customers quicker.
How has Ordermentum helped with product sales?
The whole industry knows us for supplying on-trend products, so we need a catalogue that can be updated easily.
If we had to drop a hard copy catalogue to 600 customers, that would be really hard and by the time it got to everyone, it’d be out of date. But with Ordermentum the digital catalogue is all updated in real time. We could do it by email, but as we all know, email is new snail mail!
What’s your favourite feature?
Sign Up Links. They’re so quick, easy and convenient. I don’t know why more people aren’t using them. I know for me, when I'm standing in front of a customer at their cafe, I can just send them a text while I'm there, and then they’re on your platform, ready to order. You can go from sign up to delivery in less than 16 hours
Last week, we had a customer sign up on Friday at 2pm and we delivered their first order at 8am on Monday morning…I just don’t know how you’d do it quicker.
How does Ordermentum compare to other platforms or solutions?
We always get new platforms pitched to us, but Ordermentum seems to be the common denominator between us and our customers.
The majority of our customers are using Ordermentum or know of Ordermentum. Also ,from what I’ve seen some of the other platforms seem to be quite intimidating and busy, but Ordermentum is quite simple.
What feedback do you get from your customers using Ordermentum?
They find it easy - they don’t have an issue at all.
It’s easy for them, and it’s easy for us. The bit that we love is that it’s a shopfront that’s open 24/7 - for them, and for us.
We often wake up to 15-20 orders in the morning from people who’ve ordered overnight.
What would you say to anyone considering using Ordermentum?
We’ve found it’s allowed our sales team to concentrate on growing customers and the range that they’re ordering….Our sales team can talk about opportunities rather than just taking orders - and that then helps the relationship!
If you want to take away mundane tasks like keying in orders and taking phone calls - then you should definitely do it.
Essentially, more time for fun!
