Chilli Padi aims high with Hiend CRM

After years of relying on legacy systems, Chilli Padi implemented Hiend CRM to help outgrow its stale identity and reinvent itself as a true service-oriented caterer.

Summary

Client
Chilli Padi Catering

Industries
Food and beverage

Location
Singapore

Solutions

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The client

A market leader in premium catering and support services, Chilli Padi is Singapore's largest supplier for Paranaken catering foods. The company provides daily food and beverage services to thousands of customers in a variety of sectors and industries, including health care, education, government, hospitality, business, sports, leisure, and manufacturing.

The challenge

Despite its breadth and size, Chilli Padi had no existing CRM solution, relying instead on basic email and outdated legacy systems to manage its huge customer base and sales departments. At the same time, the business had begun to invest heavily in developing new products and services that their loyal customers really wanted, thus satisfying Singapore's diverse and changing demographics.

With an increasing need for strong service and management capabilities to reflect its continuing growth, Chilli Padi turned to Hiend in 2009 for a solution that would take the company's organisational and customer service offerings to the next level.

The solution

Chilli Padi needed a platform that would provide the company with a versatile and robust system to handle its widespread activities, from order entry and customer support to inventory, kitchen orders, and invoicing. Hiend created a custom system that precisely catered to the needs of this thriving culinary business while integrating with other business software, along with a natural, intuitive interface for employees and customers alike.

The first stage of Chilli Padi's system revolved around a solution that would make the order entry process more efficient and accurate. Hiend CRM and Hiend CMS were used to build twin portals that accepted online orders, interfacing with the caterer's online catalogue of dishes so that customers could browse a menu, make their selections, receive a quote, and confirm an order in just a few simple steps. Completed orders were automatically forwarded to the kitchen, finance managers, and the logistics department for execution.

In addition to order entry, Hiend implemented a backend module to streamline the customer service and support end of Chilli Padi's business. Manual processes were automated through well-defined workflows that directed questions and requests to the right people and departments, ensuring that prompt, helpful were delivered to the company's loyal customers.

The new system was designed to integrate specifically with Chilli Padi's software. As a result, the implementation is a perfect fit for the company's accounting systems, as well as Microsoft Office applications like Excel, Word, and Outlook. It also offers a single, centralised model for accessing client records, marketing campaigns, and company correspondence to prevent redundancy and ensure swift, tailored follow-up for all outgoing materials.

The benefits

This solution offers a variety of benefits over Chilli Padi's old systems, including:

Streamlined order entry with fewer errors
Easy management of client records and contact lists
More effective marketing with an improved ability to track client communications and follow up with tailored calls, emails, or hardcopy messages
Quicker responses to customer queries
Effortless integration with other business systems, including Microsoft Office applications and Chilli Padi's existing accounting software
Centralised organisation and clear communication between sales staff, chefs, and inventory and financial managers
A scalable design that provides a solid basis with room for future growth

Chilli Padi's success is founded not only on its excellent cuisine, but on strong customer relationships. The key to its continued growth is providing prompt, helpful, and knowledgeable service, and the new CRM implemented by this business is designed to help it do just that. With structure and support, the busy caterer is poised to move strategically forward into a new era of prosperity and service.