Meeting Notes 10/10/2023

Portal Logins

A login will be set up for each depot which can be used to view the website.

Depot can choose which email address they want to use for this. One email/login per depot. We recommend to use the main depot email address, e.g. central@lwc-drinks.co.uk

Each depot is to set up their own cash account on Trinity which can be used for this. Some depots may already have one set up.

However, this account’s name and address details must follow a specific structure as shown on the presentation.

Depots can then do some small amount of troubleshooting like “where can I see invoices?”, whilst any technical issues can continue to be forwarded to web support. Online champions can also show account managers what the website looks like if they desire.

To get the online login setup please send details of the Trinity account number and email address to Web Support who will then set up the online account.

The stats

Slide showing current orders online (September) compared to the previous month (August) by depot, averaging 30-35% of customers online at the moment.

70%

Ebrahim’s goal is to get to 70% of all customers online by March 2024.

This is not an online champion goal, but a depot goal. And regional managers have been briefed.

Let’s discuss how we can get there.

How do you get customers to order online and how do you retain them?

Attendees shared ideas:

Set up everyone as soon as they are set up.

Push hard to get rid of answer phone orders. Merseyside has gone from 7.1% in June to 3% now, moving most to online.

Target customers who type out long emails to order. Some customers will type out a 100-line order on an email each week.

Sales pitch to customers:

• Sell the convenience of the website
• Explains missing out on promotions
• Missing out on online features.

Challenges:

• It's hard work.
• Sometimes the owner is desperate to get online, but the person doing the ordering doesn’t want to.
• Can’t go from 30% to 70% quickly, but need to chip away at each customer.
• You can change people to online but one bad experience pushes them back to the old way.
• Even if the online order doesn’t arrive on time, they will blame the website.
• The credit stop issue still causing problems for customers and pushing people away from online (this is currently with the developers who have been struggling with resources).

Data from Sue showing online customers by account manager. This could allow champions to target a specific account manager and ask questions about how we can get more of their customers online. Account managers might not have confidence in pitching online, and online champions may be able to advise the account manager or speak to web support for help. Austin will look into providing this data each month to all depots.

Current bugs/issues

The invoice issue is still outstanding and is our top priority. A fix is being tested.

Extras

Online User Access Form – make sure all online champions are using this form. Even if an account manager emails the champion, do not forward this to web support, complete the form instead. Also, complete every field with the correct info (do not fill in a full stop to skip the field).

Future Meetings – Let us know if there’s anything specific you would like to hear from us, or would like to discuss.

Online Champions Resource – please remember to use the resources here as there is lots of useful information. Also let us know if you’d like anything else adding to this.

Questions

Will nationals be included in the 70% target? No – it's 70% of trading outlets set up at your depot.

Some depots having issues with obsolete products showing – please send examples to web support.

Does the core stock indicator still work? – Yes, this is customisable per depot.

Some customers cannot see promotions online – Some customers are set to not receive promotions in Trinity. However, if this is not where the issue lies then please send examples to web support.

Are depot-specific promotions clashing with the brochure details? Not believed so. The issue with Fullers and Youngs at Eastbourne was configuration issues which have both now been fixed.

Can off-brochure offers be added? – Yes these can be setup online by Austin. This has been addressed and will be easier going forward.

Teeside has had customers report that casks are not showing in stock. Teeside to monitor and send examples to web support.

Is there any development on favourites issues? – Yes this is coming in the next release and needs testing.

The website is not good on mobile. – The team understand and is working on scoping out what we want the mobile experience to be.

Can the website be on an app? – This is not a priority right now due to how long this would take to develop. The team are looking for an in-between solution where it looks and feels like an app.

One customer has 3 floors in 1 building. On the old system, the customer could select the dropdown to order for each floor individually. Can this be done on the new system? – Yes this can be set up in the same way on the new website. Complete the user access form and specify the different delivery addresses and we can set them up accordingly.