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Direct-to-Consumer Process Advisory for a Global Food Manufacturer

A global food manufacturer with a portfolio spanning foodservice, retail, and prepared foods recently completed a strategic acquisition to broaden its’ bakery offerings. While the manufacturer primarily serves the foodservice market, their newly acquired brand brought Direct-to-Consumer (DTC) capabilities to the mix to align with the manufacturer’s strategic acquisition goal of expanding their product portfolio and fueling innovation. Since DTC and eCommerce capabilities are relatively new to the food manufacturer, they identified a need for new systems integrations and well-defined processes to handle differentiated demand planning, product development, order management, fulfillment, and customer service capabilities. The food manufacturer decided to partner with Clarkston for a direct-to-consumer process advisory.

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Clarkston assisted with best practice advisory and to-be process documentation in parallel to systems integration. To accomplish this, Clarkston conducted interviews with key business process stakeholders to better understand the current state and desired future state process design. In parallel, Clarkston incorporated technical requirements across systems including Salesforce, SAP, and ShipStation to ensure all business requirements were met through development. Clarkston then developed standardized documentation that can be leveraged by the organization for training, onboarding, and future process enhancements for direct-to-consumer selling. Lastly, the team built a recommendation roadmap with suggestions on how to address process and systems gaps in future phases. 

By partnering with Clarkston, the client was able to gain a greater understanding of eCommerce and direct-to-consumer best practices while setting the foundation for standardized DTC processes. 

Download the full Direct-to-Consumer Process Advisory case study here, learn more about our Direct-to-Consumer Consulting Services or contact us below.

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Tags: Case Study, Direct-to-Consumer