Rustica Sourdough: “Omni takes care of things automatically but you’re also in complete control”

What makes Rustica resonate with customers so much?

Venues in Melbourne are very savvy about what they're buying, and they care about traceable, quality ingredients. We care about that too and we operate in a way that’s really waste conscious.

Our wholesale customers cover a broad spectrum, but what they have in common is that they’re looking to make their bottom line work. Hospitality in Melbourne is competitive so they need a high-quality, consistent product at a good price point.

How do you use Ordermentum at Rustica?

The biggest thing that Ordermentum does for us is it allows us to automate a huge amount of our processes around ordering, scheduling, production, and billing. 

If we didn’t have Ordermentum, we’d be dealing with manual email orders, spreadsheets, and templates and that could be enough work for two to three full-time jobs. 

Unfortunately, admin-heavy tasks don't improve our customer service or our level of support. They're just behind-the-scenes jobs dealing with things we could handle in a more efficient way. 

Reducing administrative tasks means we can bring people on board and allow them to improve our customer experience and to cultivate relationships with more potential customers. 

How has Ordermentum helped reduce admin?

Depending on where our customers are located. we can easily adjust the visibility of delivery schedule and pricing. This puts up barriers up around where the missteps can happen. 

So, if we don't deliver to an area on a Sunday we just don't allow customers in that area to have access to the Sunday schedule. 

Once cutoff kicks in and all of our standing orders are generated, we can download everything into one production file that gets pasted into a spreadsheet with logic formulas that split everything across the whole day for production. 

Essentially every step of the process that involves staff manually calculating and entering information has been automated.

Practically speaking, the person who might be mixing up dough that day can see at a glance exactly which ingredients they need and how much of each. They don't have to work anything out. 

How has Ordermentum helped with payments?

The vast majority of customers on our network process their payments automatically through Ordermentum, which means our accountants aren’t constantly processing a huge amount of manual payments or remittances and they’re not wasting time chasing up missing payments.

It cuts a lot of the time that we would rather spend problem-solving, providing better support, and getting ahead of issues as they come up.

The problem is that the amount of time required to process manual payments is the same for our smallest customers, as it is for our largest.

We can’t compromise on service no matter the size of our customers, but when those time-consuming processes are taken care of automatically, it means we’re able to invest more in support, or providing help if there's a problem with the product, or recommending new products…these are the things that provide actual tangible value to our customers.

How do you use Sign Up Links?

We’ve found the Sign Up Link makes onboarding very clean because it takes the customer straight to our homepage. It’s just another process that’s streamlined for us. 

Which integrations do you use? 

We directly integrate with Xero, which is what we use for all our bookkeeping. That's a direct integration which works well. 

Another program we integrate with is Optimoroute, which handles all manifests and delivery tracking. Once an order is put through, it'll pop up immediately in Optimoroute.

Essentially it plans our routes, allows us to map out deliveries, and then passes the information to our delivery partner and to our internal drivers via printed and digital manifests. All of this happens almost instantaneously. 

What challenges led you to implement Omni?

We deal with some companies that are extremely important business partners. Working with them on their terms is completely non-negotiable. But that means working with their specific purchase ordering system. 

The way those purchase orders came through was not user friendly. There would be a mix of different individual emails containing purchase orders. Sometimes those purchase orders would have multiple pages including multiple different orders. They weren’t in any order that made sense.

Prior to Omni, every detail had to be read manually from the purchase order and entered into our system. What made it even harder was the date we received the order didn’t have any correlation with the delivery day. 

All of this led to mistakes that could have been passed on to the customer: missed orders, or the wrong details in regards to product or pricing. This is all human error and was part of the process, but at the same time, it was unacceptable for these mistakes to affect our customers. 

How has Omni transformed these operations?

Omni utilises AI to eliminate a huge amount of those mistakes that were the result of manually entering in details from purchase orders. It pulls any purchase orders that are received and automatically splits them into separate orders. 

After that, we can see exactly how many orders we have within Ordermentum and we haven’t seen a single mistake so far, and it’s a huge improvement that we can’t miss orders.

It's significantly reduced the pressure and stress on the team that used to process the orders that now go through Omni. 

How do you think you will use Omni in the future?

Once we offer it up to our network in a wider way, it’s going to save us such a significant amount of time. We've had customers reach out to us with requests to be able to place orders by purchase order, and up until now we haven’t had a way to accommodate them. 

What advice would you give to other suppliers considering Ordermentum?

One of the best things about the platform is that it takes care of things automatically but you’re also in complete control. 

You can take customers at a rate that's comfortable for you. You can have scheduling that makes sense for you. You can manage communications with your customers in a way that works for you.

You can manage closure periods, specials, pricing, and customize things from customer to customer. And you can also us AI to process off-platform orders. 

Investing a bit of time at the start and really understanding how you can get value out of the platform means that down the track everything is really quite easy.

Ordermentum would suit any size of supplier. From smaller operations with a few customers to enterprise businesses delivering around Australia. It scales well with the size of your company.

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 your questions.