Fonzie Abbott: “Having the right tech means you have more energy for your relationships”
“Every week we pull the customer watchlist. It helps me see who’s ordered and who hasn’t. It helps me manage the sales team and what their week should look like…it’s very impressive how deep the data can go.”
Nerida Kong, General Manager, Fonzie Abbott
Nerida Kong, the General Manager of Fonzie Abbott has been in the coffee industry for 23 years, and has nothing but praise for a business that’s grown simply by being true to its values. “Dan [our founder] wanted a business where he could have fun with his mates both in and out of the hospitality industry. Simply just a place where friends could come and hang out.”
The ethos of the business has always been simple: use quality, specialty green beans direct from the source, roast them well, and you’ll always end up with a great product from palm to cup.
It’s a simple premise and one that’s served the business well, as they’ve grown by word of mouth through the years.
Read on to learn about Fonzie Abbot’s journey and how Ordermentum has been able to support them.
What are some challenges you think suppliers face generally?
On time payments within agreed terms of supply. I’ve worked with different businesses in the hospitality industry and witnessed my company owners becoming ‘the bank’ - essentially we weren’t getting paid on time for what we were actually supplying due to payments often being so delayed or late.
I’ve brought Ordermentum to a couple businesses now to improve our customer service and was witness to it rolling out at St Ali. Fonzie already had Ordermentum when I joined the team, but the pivoting and increase of data reporting etc., over the years has certainly made my role more seamless in the ordering and accounts receivable space.
What are the main benefits of using Ordermentum?
It’s definitely the way we can connect with our customers seamlessly and having accounts paid by our customers without delay.
With any new cafe partner, we explain our terms upfront when they’re coming on board. Then they can simply order in their own time, when it suits them. It takes away the human error aspect, because when someone is emailing you an order or sending you a text, things can go wrong. Ordermentum really does remove those pain points
Why is digitising so important?
What I’ve realised over my time in the industry, is how important digitising really is - it allows you to spend more time with customers, and gets rid of a lot of background noise.
People often forget hospitality is about being hospitable - and having the right tech means you have more energy so that your relationships can flourish.
For example, if we’re trying to acquire a new customer, we send them a New Customer form, and a Sign Up Link for Ordermentum - and then it’s all done. Ordermentum makes it easier to close a prospect. We have the opportunity to work with our people, rather than admin at the forefront of each interaction
How does using Ordermentum make it easier for you to run a coffee wholesale business?
I’ve noticed that Ordermentum is used significantly in dispatch for our business. The execution of clear requests from our customers, the correct SKUs and pricing is a big win and we at Fonzie Abbott have really leant into that.
The admin side of things has reduced significantly, and having OM, Salesforce and Xero integrated is huge for us.
If Leah [who is our Admin Manager] was to do the invoicing, it would take her 5 hours a week. That’s 5 hours back for her every week.
How has Ordermentum helped with sales and onboarding?
The Sign Up Links are super easy!
So many cafes are just familiar with the platform, they get the Sign Up Link, understand the process, and it’s done.
Often our sales team is out there doing their cold calls and they close the deal quickly because the prospective cafe partner already knows what Ordermentum is. They’re familiar with the platform and it’s so easy.
What do you think of the Digital Catalogue?
The Digital Catalogue is so easy and it means our sales team can be on the road, and can easily pull up our products.
We want to be known as a one-stop shop for cafes with regards to supply, and the platform allows that. Customers can see all of the SKUs that we have and they realise how much we can actually supply them, how convenient it would be to partner with us - and this leads to more conversions.
The other benefit is that we can set up custom views which really helps with privacy and maintaining relationships because you can create bespoke pricing and deals.
What do you think of the reporting and insights?
I just love it. I can see everything so easily on the Insights interface. I retrieve the figures each week and it’s really user friendly.
Every week we pull the customer watchlist. It helps me see who’s ordered and who hasn’t.
This function assists me in managing the sales team and what their week should look like…it’s very impressive how deep the data can go.
How does Ordermentum compare to other platforms or solutions?
In all honesty, I haven’t been looking because there are no gaps. I haven’t really heard of anyone using anything else.
What feedback do you get from your customers using Ordermentum?
If any of our customers don’t use Ordermentum, it’s an opportunity for us to change habits.
Luckily, for most of our customers, Ordermentum is just part of their day to day now, it’s just what they do.
What would you say to anyone considering using Ordermentum?
I was very trepidatious in the beginning, but I can honestly say Ordermentum supports our brand and it’s our preferred ordering platform. There’s really no negatives at all, and a lot of the people who use the platform don’t actually realise how much it can do.
At the end of the day, Ordermentum makes it easy to acquire trust from your customers.
Ordermentum has grown supplier businesses all over the country and we want to help you. Book a FREE demo and let us answer all your questions
At a glance
- SUPPLIER Fonzie Abbott
- LOCATIONBrisbane, QLD
- INDUSTRYCoffee
