Food firm gets productive with call centre tools

Food distribution firm JJ Food Services has gained £31m in increased productivity after installing a new business software and call centre package based on Microsoft Dynamics AX.

Food distribution firm JJ Food Services has gained £31m in increased productivity after installing a new business software and call centre package based on Microsoft Dynamics AX.

The company delivers 500 tons of food each day to more than 15,000 customers across the UK from its north London headquarters.

It deployed an eDCCM call centre and telesales management system from eBECS, based on Microsoft’s Dynamics AX business platform.

A return on investment review found that JJ Food Services had improved its distribution truck loading time as a result of better scheduling, allowing the company to handle an extra £31m of business a year with the same resources.

The company has also saved sales staff time and customer waiting times while improving order accuracy by 15%. Order processing times has been cut by almost 25%.
 
Mushtaque Ahmed, senior business operations manager at JJ Food Services, said, “Customer service, order-taking and delivery are of paramount importance to the success of our operation – we can’t afford downtime. 

"We evaluated SAP for some time, but it was felt that the technology wasn’t suitable for the developments we had in mind. In addition the total cost of ownership with SAP was much greater than with Microsoft’s solution.”
 

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