CLIENT
Industry
Consumer markets
FEATURING
Microsoft Business Applications
17
separate applications consolidated into a single D365 platform
1,300
hours per month saved in each of its nine facilities as a result of reduced operational expenditures (OpEx)
~23%
reduction in production cycle time
Grande’s Microsoft cloud technology helps sales associates make strategic decisions and deepen customer relationships beyond the transaction
Situation
Data modernization: a better way of doing business
Italian cheese: It’s the mozzarella at the heart of your favorite pizzeria, an indulgent first-course burrata and the rich ricotta filling in a classic cannoli. It’s all made of the same basic ingredients: milk, enzymes and salt. But when it comes to cheesemaking, there’s another ingredient — time — that makes all the difference.
As one of the nation’s leading Italian-style cheese producers, Grande Cheese Company knows that the same applies to business operations. Good timing unlocks quality, efficiency and profitability at every stage of cheese production — from ingredient sourcing to the first bite. After conducting a study that revealed opportunities to improve operations, Grande set out to upgrade its technology and reclaim associates’ time — helping them focus more on growing the business and connecting with the people who use Grande’s products every day.
A two-part tech upgrade: ERP and CRM
Gourmet cheesemaking is a tradition-rich business. But Grande knew its technology upgrade needed to start with a modern enterprise resource planning (ERP) strategy — one that could connect its various systems and reduce manual processes to keep crucial supply chain data in sync across the business. Real-time, accurate accounting of key ingredients and packaging supplies makes it much easier to deliver products at peak freshness and quality.
Plans to establish a single source of truth led Grande to rethink its approach to data in other areas of its business — specifically, customer relationship management (CRM) and analytics. With customer data and sales information spread out across multiple on-premise locations, sales associates could greatly benefit from a standard platform with a unified view of their customers’ needs. Grande expanded the scope of its project into a large-scale, multi-year transformation, and, with help from PwC, set out to move its operations to a cloud-based platform.
SOLUTION
A bespoke ERP
The first step focused on the ERP design and choosing the right technology to handle Grande’s data and processes. Along with traditional use cases like finance, manufacturing and shipping, the ERP needed to accommodate unique business challenges in the food industry.
With an eye toward a secure, modular system, Grande and PwC chose Microsoft Business Applications — an Azure cloud-based platform including Microsoft Dynamics 365 (D365) ERP, CRM and Power Platform — as the right fit. PwC’s preconfigured food and beverage-focused solutions helped expedite implementation, while custom-built modules, including the industry’s first catch weight proof of concept, tailored the D365 ERP to Grande’s unique needs. By consolidating the company’s functions into a single platform, Grande was ready to remove any inconsistencies caused by duplicate data while making its manufacturing, warehouse and shipping life cycle vastly more efficient.
D365 CRM data helps personalize customer experiences
Using its ERP roll-out as a springboard, Grande developed a CRM specific to its place in the B2B market. PwC worked with Grande’s associates to develop a new D365 CRM platform tailored to their needs. Starting with the design stage, PwC conducted ride-alongs and site visits to understand their workload and concerns. It then met weekly with stakeholders to collect feedback and encourage adoption. Together, they centralized customer information in the cloud and connected it with relevant data and analytics from other areas of the business.
The new D365 CRM system is designed to give sales associates the tools to qualify leads, track prospects and build profiles on higher-converting customers. It offers reporting, analytics and third-party industry data — all of which can improve in-person visits with restaurant operators and make it easier to provide personalized service. The flexibility of the D365 CRM platform means sales associates can customize their dashboards to focus on the most important information, whether at the office or in the field. As a result, they can spend more time providing superior, hands-on customer experiences and making sure the top products make their way to diners’ plates.
RESULTS
Topping the competition with smarter data insights
Grande’s move to cloud-based operations helped position the company for continuous growth and improvement. The transformation from unsynced, on-premise data to a unified Microsoft platform enables timely, consistent and automated reporting. The scalable architecture will make expanding to new facilities or territories almost seamless, so as Grande grows, associates can continue making smarter, more confident production decisions and keep the supply chain running smoothly.
Beyond system design, a thoughtful approach to change management has been essential to the project’s success. From concept to roll-out, Grande worked with PwC to identify potential roadblocks to adoption and socialize the changes across teams and functions. Frequent consultation with Microsoft also helped ease concerns about moving from on-premise data centers to cloud. Associates gained a firsthand appreciation for the new system’s efficiency and the ways that training and upskilling would increase career development opportunities within the company. This increased mobility, combined with the more direct benefits of modernization, has gone a long way toward building their trust.
Sales associates have gained a new level of insight – with more time and freedom to focus on the individual relationships at the heart of their work. Cloud technology makes it easier for Grande’s sales team to visit operator locations and gain on-the-ground product feedback. They can make thoughtful product suggestions based on personalized customer insights. And they can find their next prospects through stronger, more qualified leads. In a highly competitive market, this level of relationship-building makes a huge difference in communicating Grande’s value as a trusted provider beyond its industry-leading product quality.
“We always aim to provide the top quality cheeses. When our processes started to get in our own way, we trusted PwC as an extension of our team to help us figure out a better way to work.”
“A successful modernization effort requires technology tailored to the business’ unique needs. Successful change management requires trust. Combine these two, and you’ve got efficient operations with quality you can taste.”
MICROSOFT DYNAMICS 365 AND PwC
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