Case Study: Connected Devices | Software Development

Creating Customer Convenience with Voice-Activated Commands

One of the largest family-operated broad line food distribution companies in North America was looking to improve their customer experience.

Business Challenge:

Improve the customer experience for placing orders and getting assistance

The national food distribution company wanted to provide their clients with a more streamlined, user-friendly way to add frequently ordered and new items to their orders. The client wanted to provide this functionality within their existing mobile e-commerce platform, which makes ordering on-the-go simple. They wanted a convenient, mobile friendly solution for restaurant managers and kitchen staff that could be used efficiently while multi-tasking or working in fast-paced environments.

Approach:

Voice-activated functionality added to existing e-commerce application

Our development team worked collaboratively with the client to jointly develop and enhance the functionality of the existing e-commerce platform. Digital assistant functionality was built on Google Home and the Google Assistant, which provides voice- and text-activated commands.

Users can now give voice commands to update an existing order, find the location of a delivery truck, get estimated delivery timeframes, and engage with their assigned sales rep.

A chat feature was also added to the client’s website, which provides instand feedback and communication capabilities.

Results:

Increased customer convenience and cost savings

Streamlined customer experience

An easy system was created for creating to-do lists with 24 hours a day availability.

Improved ordering speed

The time required to quickly add items to an order in a fast-paced environment was drastically reduced.

Reduced time for getting answers

A self-service model was created for providing information and answers to frequently asked questions, leading to a reduction in the time needed for calls to a sales representative.

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