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:

Customers needed an easy system to add frequently ordered and new items to an existing product order in the company e-commerce platform, while away from their desktop computer.

Approach:

Gordon Food Service collaborated with Mutually Human to enhance Gordon Now™, integrating voice commands, order management, delivery tracking, and a real-time website chat for seamless customer interaction.

The Mutually Human and Gordon Food Service development teams worked jointly to develop and enhance the functionality of Gordon Now™ a digital assistant built on Google Home and the Google Assistant, that works via simple voice-and text-activated commands.

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

Customers activate Gordon Now™ and connect to GFS account. They give voice commands to add to an existing order, find out the location of delivery truck and time of arrival as well as contact their assigned sales rep.

A chat feature added to the Gordon Food Service website provides instant feedback to communication.

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. Reduction of calls to the sales representative with frequently asked questions about deliveries, etc.

Items added to the chain of operation more efficiently.

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