History of quality
Established in 1956, Bruno Fine Foods is a third-generation family business of importing and distributing the finest food and beverages of Italy. As a leader of Foodservice and Retail industries, the company has over 15 brands that are exclusively available through Bruno Fine Foods across Victoria and Australia.
Bruno Fine Foods’ core focus has been on delivering exceptional customer service and unique value. Bruno desired that their customer experience matched the quality of their goods and began the search for a solution to achieve this.
“We’re selling premium products and to fully showcase them, it’s not as simple as a website displaying just the product photos with a price. We needed to be able to justify the quality of our produce to our customers and why they should be interested in our products,” said Dylan Garofalo, Sales & Marketing Manager at Bruno Fine Foods.
Previously, the business had a manual system of orders being placed over the phone. With only three phone sales members to take orders inbound and outbound over the phone, this was a tedious order process.
“In our industry, 99% of all orders are taken via answering machine or phone. To process orders, there was always someone in the middle who needed to assist. 40% of our customers were calling or messaging their orders in, or sales members were processing that order for them. The whole process and customer experience was very inundated and there would often be ordering, invoicing and picking errors. Customers also received a lot of misinformation because we didn’t have easy access to our inventory records to inform what was in stock or guarantee that customers were going to receive an item until the order was processed,” said Mr Garofalo.
To facilitate this process, Bruno used a third-party platform which allowed their sales staff to place the orders and was linked to their warehouse management system. However, without access to live information, there was a data delay between what was available and the processing of orders causing discrepancies in stock.