Seven Miles Coffee Roasters: “Omni saves us 30 hours per month we can give back in other areas”
“Omni automatically takes orders from email and PDF and moves them straight on to Ordermentum. The only thing our team needs to do is just check that order, make sure everything's correct and hit submit. ”
Anna Reekers, Customer Operations Manager, Seven Miles Coffee Roasters
Nestled in Manly Vale on Sydney’s Northern Beaches, Seven Miles Coffee Roasters has been crafting exceptional coffee for over 50 years. Originally founded as Belaroma in 1968, the roastery rebranded in 2016, drawing inspiration from the old Manly Ferry slogan: “Seven miles from Sydney and a thousand miles from care.”
With their award-winning coffee, they now supply close to 1000 cafes across Australia, and are known for their high-quality blends and best-in-class customer service. We speak to Anna Reekers, Customer Operations Manager, about the technology they need to ensure they can continuously evolve their commitment to service.
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Why did you first start using Omni on Ordermentum?
One of our biggest challenges that we have is being able to process our customer orders really quickly. We have heavy days, light days on the order processing, but we also have strict cutoff times. This is all necessary so we can dispatch on the same day and meet customer expectations.
Initially we solved a lot of our business challenges by bringing customers over to Ordermentum - which was fantastic.
The problem is that not all our customers order through Ordermentum. It would be great if they all did, but some need to order through email/PDF. We have to accommodate them but to get the orders in one place means super time-consuming manual work that was an unnecessary part of what the customer service team had to do.
How does Omni work for you?
Omni automatically takes orders from email and PDF and moves them straight on to Ordermentum. The only thing our team needs to do is just check that order, make sure everything's correct and hit submit.
Before Omni, our team would have to go in to the order, add all the details, check the addresses, then process the order.
What happened after you started using Omni?
The biggest benefit is our team is freed up to provide better service.
The result is shorter wait times on the phone, which makes a huge impact. Our team has more time to support the customers with all their various issues, whether it's about product information or tracking missing freight. They're able to really focus and spend that time.
How much time has Omni saved you?
We've saved around 30 hours a month in processing time. It’s a lot of time we can give back to the customer in other areas.
And I see even more time-saving benefits as the AI evolves and becomes even better. Once it gets to a point where our team doesn’t even have to check it, that’s another game-changer, and allows us to think about bringing on more and bigger customers without necessarily having to increase our resources internally.
What would you say to other suppliers considering Omni?
Just get in. Work with it, work with your customers, because you will only see the benefit and your customers will only see the benefit.
And the best part is your customers can order how it suits them and they’re not affected at all. They're getting a better experience on the phone, they've got more time with our service team, and their orders are getting placed and they have no idea. It’s just great.
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At a glance
- SUPPLIER Seven Miles Coffee Roasters
- LOCATIONSydney, New South Wales
- INDUSTRYCoffee
