Case Study: IoT

GFS: Creating Customer Convenience with Voice-Activated Commands in Gordon Now

Gordon Food Services is one of the largest family-operated broad line food distribution companies in North America. Delivering excellence, expertise, and quality products customers in restaurants, schools, and healthcare facilities need for their food, beverage, and operational needs. Every product, every order, and every decision the company makes is inspired by the people on the other side of the plate.

Users can seamlessly interact with smart speakers from Google and Amazon to interact with Gordon Food Service’s software.

Mutually Human built the system to also work with web-based chat and integrated the service into Gordon Food Service’s mobile app.

The voice and chat interfaces greatly simplified common kitchen tasks, such as ordering a product. A staff member simply needs to say “Gordon Now, add 2 cases of carrots” and the product shows up at the next regularly scheduled delivery.

Gordon Now also simplified customer service. The smart assistant can answer common customer support questions, freeing up human-based customer service to address more complex needs.

Business Challenge:

Gordon Food Service customers needed a faster, more convenient way to place orders. They wanted to add both frequently ordered and new products—without relying on a desktop. As a result, the solution had to support on-the-go access through the company’s e-commerce platform.

Approach:

GFS collaborated with Mutually Human to enhance Gordon Now™ by integrating voice commands, order management, delivery tracking, and a real-time website chat to create a seamless customer experience.

Mutually Human and Gordon Food Service worked together to enhance Gordon Now™, which is a digital assistant built on Google Home and Google Assistant. It uses simple voice- and text-activated commands to help customers place orders and get information quickly.

Mutually Human’s project leadership capabilities and technical expertise in embedded, voice, cloud architecture and backlogging complimented the skillsets of the Gordon Food Service team.

Customers start by activating Gordon Now™ and linking it to their GFS account. Then, they use voice commands to add items to existing orders. They can also track delivery trucks, check arrival times, and reach out to their assigned sales rep.

In addition, Gordon Food Service introduced a website chat feature. It gives customers instant responses and real-time support.

Results:

Gordon Now™ enhances efficiency by providing 24/7 self-service access, reducing sales calls, streamlining tasks, and accelerating order management.

Increased convenience. Time is money - saving time, saves money.

An easy system available 24-hours a day that streamlines customers to-do lists and saves customers time.

A self-service model for information reduced calls to sales representatives about deliveries and other frequently asked questions.

Items are added to the chain of operation more efficiently.

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