Foxes Den: “Lifted our average order value by 20-25% in the last six months”

Why did you first start using Ordermentum?

We wanted to avoid problems down the track and provide a seamless way for our customers to interact with us and place their orders.

Coming from a retail background, we’d already experienced Ordermentum as a customer. We knew the customer experience was excellent and that it ticked all the boxes. It was actually the first and only platform we looked at.

We were focused first and foremost on the customer order experience. We wanted to make sure it was easy for them to use, while also working operationally at the back end. That way it would be a win-win for the customer and for us.

Importantly, we knew Ordermentum would grow with us.

How has Ordermentum improved your operations?

Our onboarding process was simple, streamlined, and that’s been absolutely wonderful. It was so easy to bring our customers on board.

Operationally, it’s been just as valuable. Having the information you need right there has been a huge help. We’re using it right across the business - from order taking, to order reporting, to production reporting.

How has your experience been with Ordermentum Payments?

Ordermentum Payments have been great for us, particularly because the industry has been going through turbulent times. It’s fair to say we’ve seen a lot of businesses go under, which is really unfortunate.

For brands and businesses like ours, there’s a lot of risk without an effective payment solution. With Payments, we can bring customers on board quickly and easily, without the credit concerns we’d otherwise have.

What are some continuing challenges with your ordering?

We’d love all our ordering to be centralised on Ordermentum, but some customers will always have their own processes.

We still have to take many orders manually, especially with larger customers. Sometimes that means tapping into their platforms and extracting orders, or working from emailed orders. It’s a lot of work.

How has Omni helped with off-platform orders?

We were manually keying in a lot of orders, especially with major customers like supermarkets. It was becoming hugely costly and difficult to complete everything in time.

I’d need four people to key orders within a two-hour window before they could go home. With Omni, we’ve been able to process those orders far more efficiently and effectively.

What has the effect of Omni been on your business?

We’ve reduced manual keying by 45%, which saves us about 30 hours a month, or around seven hours a week.

Omni has allowed our customer service team to shift away from tedious admin and instead focus on adding value for customers. They now have the time to make sure orders aren’t missing items, introduce new SKUs, and build stronger customer relationships, whether face-to-face or over the phone.

The more personalised service we’ve been able to offer has lifted our average order value by about 20 to 25% in the last six months.

What do your customers say about Ordermentum?

They find the app extremely easy to use. And as more suppliers have come on board, customers are even more motivated to use it. They’re always happy if more of their suppliers are on Ordermentum. 

What do you think of the scheduling feature?

We’re selling in different states with different products and lead times. Some products, like salads, are made to order, while others are made weekly.

Our business is quite complex with a lot of moving parts, but we’re able to successfully manage that process through the scheduling feature. It’s such an important part of the platform for us, and it’s not something we’ve seen offered elsewhere.

What would you say to another supplier considering Ordermentum?

 We use it to process orders, manage payments, make key business decisions with sales data, and assist with production.

It’s integral to our business: quick, easy, seamless—and most importantly, our customers love engaging with it.

Ordermentum has grown supplier businesses all over the country and we want to help you. Book a FREE, fast demo and let us answer all questions.