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eFoodsDirect: Speeding Orders to Fullfillment for eFoodsDirect

While eFoodsDirect’s products are meant to be stored, their customer orders are not. eFoodsDirect, a premier provider of emergency and long-term storable foods, turned to DSG to help it streamline the company’s ordering and fulfillment processes.

Accelerating Fulfillment
In the past, customers placed their food supply orders through the eFoodsDirect’s web store and each order was opened by a customer service representative (CSR), sent to someone else for approval, transferred to a fulfillment system, and then packed and shipped. Depending on the order size and number of orders received, the entire order-to-fulfillment process could take several weeks.

DSG integrated eFoodsDirect’s web store with NetSuite and enhanced several NetSuite capabilities to create an end-to-end ordering and fulfillment process. Now, eFoodsDirect captures the order and customer shipping data, immediately displays the order for approval, and automatically sends it to fulfillment—with complete visibility into each event and transaction. Order fulfillment has dropped from several weeks to same- or next-day fulfillment.

Automated Communication
NetSuite email templates were customized and scripted to automatically generate a customer order acknowledgement that includes delivery instructions. Automated acknowledgement saves time for CSRs and reduces the risk of missing an order or omitting important delivery instructions. An event log of the email is also captured against the order history.New customers automatically receive a welcome email message that includes a link to the customer portal and a password for tracking their order status. Portal access helps eFoodsDirect to deliver superior customer service by providing shipping and line-item order status at a glance. In addition, CSRs no longer have to manually update customer records to include the necessary permissions and password.

Prospects to Customers
NetSuite automation also enables eFoodsDirect to transform web site visitors into prospects. Visitors can subscribe to the newsletter and daily updates, enabling the company to capture a list of potential clients and their interaction history with eFoodsDirect. Now when customers place their first orders, eFoodsDirect can welcome them to outstanding customer service and begin building a mutually satisfying relationship.

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