First Choice Group case study

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First Choice Group are the UK’s leading provider of genuine OEM catering spare parts, accessories and consumables from leading manufacturers across the industry.

They provide parts solutions for commercial catering, refrigeration, laundry and bakery equipment.

We helped First Choice Group hit demanding SLAs and increase the speed of their returns by providing our updated technology with nationwide use of app lockers for pre-8am deliveries and returns.

Solution

Understanding the requirement for First Choice Group to provide an updated, faster service for their customers. ByBox provided a delivery portal software to the transactional web and app so customers can view their order and POD in live, real time.

We also gave First Choice Group the ability to access storage boxes at multiple sites, including their own, to act as a collection facility which improves the relationship
with OEM manufacturer partnerships. In addition, they have benefitted from COVID secure premises and delivery.

Challenges

Difficulties achieving SLAs

  • Struggling to meet customers ever evolving expectations
  • Unable to react quickly to customer requests

High supply chain costs

  • Reduced delivery / service progress visibility for customers leading to increased service calls and eroding customer satisfaction

Speed of returns

  • Inefficient parts return process
  • Reduced ability to track parts being returned by engineers

Benefits

Increased SLA performance

  • Enhanced customer relationships by achieving increased engineer daily service jobs
  • Quicker access to parts 24×7

Innovative solutions

  • Increased ability to provide a faster and stronger service with communication updates to customers to and from the supply chain

Ease of returns

  • Improved ability to order material up until 3pm
  • Parts can be reallocated at short notice
Download the full case study

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