Case
April 9th 2024
Nisbets, the catering supplier with a 5-star service
When it comes to sustainable relationships: Nisbets has been in our customer base since 1999. Since 2012 they have maintained close contact with our colleague Wing, who has become an integral part of every significant expansion within this continually evolving company. Time to spotlight our partnership.
Global Software Solutions added a modern API platform, which proved to be immensely successful. An Application Programming Interface (API) enables seamless communication.
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Established in 1983 as a family business in the United Kingdom, Nisbets is focusing on both professional and private customers, offering an extensive collection of kitchen appliances and utensils. Over the past 40 years, they have built an excellent reputation by providing a wide and varied range at competitive prices and above all with fast delivery times. With branches in France, the Netherlands, the United Kingdom, Ireland, Australia, New Zealand and China, Nisbets has become one of the world's leading suppliers of kitchen equipment.
In an era of rapid digital developments, Nisbets' business processes adapt regularly. With growth and its associated challenges, they were looking for a reliable partner to guide them in automating various aspects. Flexibility, quick adaptation and innovative solutions were central to this endeavor.
As the technical architect for e-commerce, our colleague Wing has been serving Nisbets for several years. Together with Wendy, Manager Customer Service Benelux & Germany at Nisbets, and her team, they implement desired automations and explore numerous future possibilities.
A robust foundation: essential for success
Like any enterprise, Nisbets faces various challenges and opportunities in their field. Trends, preferences and increasing competition require flexibility and adaptability, reinforced by a reliable foundation that evolves over the years.
To be a reliable partner, our colleague Wing implemented their current e-commerce system back in 2015. This system was directly linked to their ERP system Maginus and equipped with the necessary custom functionalities.
The most important steps in the right direction
A few years ago, we introduced the option for customers to place orders via FTP. FTP (File Transfer Protocol) enables automated file exchange, allowing customers to submit orders efficiently, which is particularly useful for customers like Gastronoble, who regularly process large quantities of orders.
Later, a modern API platform was added, proving to be hugely successful. An Application Programming Interface (API) facilitates seamless communication between applications, resulting in an even more efficient user experience.
Tailor-made solutions for the biggest players
Nisbets not only focuses on the end-user market but also serves the wholesale market with brands like Gastronoble and Nisbets Corporate.
One of our most significant joint projects was Gastronoble.com, a web ordering platform where catering wholesalers can easily order online. A clear assortment, detailed product information, and a user-friendly shopping cart have made this online store a great success.
For a German partner, one of their largest clients, we even developed a specific custom connection. This connection meets the requirements, formats, and specifications of their own e-commerce platform, resulting in a daily, fully automated update of availability, prices, stock levels, and delivery tracking information. This has led to significant labor savings, with 1.5 to 2 full-time employees per day who would otherwise have to perform these tasks manually.
Time is money
Therefore, we ensured that much of their product data could be exported automatically, which would otherwise require considerable labor hours. Additionally, we developed a custom connection with their support system Zendesk, using Single-Sign-On (SSO). This means that customers only need to log in once to automatically access various Nisbets applications, where they can, for example, consult frequently asked questions, start a chat conversation with the support team, or submit and track service requests.
A satisfied customer speaks
Global Software Solutions has been a partner who thinks along in improving CX on various fronts. In addition to helping us optimize our website, they guide us in automating our internal processes to better align them. They are prompt in their service and through our intensive collaboration, they understand what we need within our business.
Wendy Schoumacher
Manager Customer Service Benelux & Duitsland at Nisbets
