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Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Functional Applications - Warehouse Management Systems (WMS)
Applicable Industries	Food & Beverage Retail
Applicable Functions	Logistics & Transportation Warehouse & Inventory Management
Use Cases	Fleet Management Inventory Management Warehouse Automation
Services	Software Design & Engineering Services System Integration Training
Challenge	Broadline food distribution is a highly competitive business where high quality and consistent customer service are paramount. Performance Food Group (PFG) continually reviews its operations to find ways to enhance service levels. Despite already strong customer satisfaction, PFG saw an opportunity to further improve by implementing voice software. The goal was to increase overall productivity and accuracy, improve customer service levels, and manage quality control costs. Read More
About Customer	Performance Food Group (PFG) is the third largest foodservice distribution company in the United States. Based in Richmond, PFG markets and distributes more than 68,000 national and private label food and food-related products to over 41,000 restaurants and institutional customers across the country. Known for its high level of service and customer satisfaction, PFG's operational philosophy centers around performance, which is critical in the highly competitive food distribution industry. Read More
Solution	PFG implemented Voxware VMS software to enhance customer service and operational efficiency. The software's Enterprise Voice Manager allows PFG to manage voice operations across multiple distribution centers from a centralized location. This setup reduces the IT burden on individual distribution centers, allowing them to focus on rapid and error-free product dispatch. The system operates via PFG’s Wide Area Network (WAN), enabling real-time interaction and centralized monitoring of distribution operations. The open, SOA-based architecture of Voxware VMS provides flexibility and ease of updates, ensuring that all facilities are synchronized without manual intervention. PFG also uses Honeywell HX1 mobile units, which are ruggedized with ToughTalk™ technology, to support the voice logistics applications. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Functional Applications - Warehouse Management Systems (WMS)

Applicable Industries

Food & Beverage

Retail

Applicable Functions

Logistics & Transportation

Warehouse & Inventory Management

Use Cases

Fleet Management

Inventory Management

Warehouse Automation

Services

Software Design & Engineering Services

System Integration

Training

Challenge

Broadline food distribution is a highly competitive business where high quality and consistent customer service are paramount. Performance Food Group (PFG) continually reviews its operations to find ways to enhance service levels. Despite already strong customer satisfaction, PFG saw an opportunity to further improve by implementing voice software. The goal was to increase overall productivity and accuracy, improve customer service levels, and manage quality control costs.

About Customer

Performance Food Group (PFG) is the third largest foodservice distribution company in the United States. Based in Richmond, PFG markets and distributes more than 68,000 national and private label food and food-related products to over 41,000 restaurants and institutional customers across the country. Known for its high level of service and customer satisfaction, PFG's operational philosophy centers around performance, which is critical in the highly competitive food distribution industry.

Solution

PFG implemented Voxware VMS software to enhance customer service and operational efficiency. The software's Enterprise Voice Manager allows PFG to manage voice operations across multiple distribution centers from a centralized location. This setup reduces the IT burden on individual distribution centers, allowing them to focus on rapid and error-free product dispatch. The system operates via PFG’s Wide Area Network (WAN), enabling real-time interaction and centralized monitoring of distribution operations. The open, SOA-based architecture of Voxware VMS provides flexibility and ease of updates, ensuring that all facilities are synchronized without manual intervention. PFG also uses Honeywell HX1 mobile units, which are ruggedized with ToughTalk™ technology, to support the voice logistics applications.

Impact #1	Voxware VMS has significantly improved worker performance, allowing those who struggled with error rates to meet and exceed required levels. This has led to more workers earning incentives and bonuses, boosting morale and motivation.
Impact #2	Training time for new workers has been reduced by 25%, freeing supervisors for other important tasks and accelerating the onboarding process.
Impact #3	Truck drivers have noticed improved load quality, enhancing their efficiency and productivity during deliveries.

Impact #1

Voxware VMS has significantly improved worker performance, allowing those who struggled with error rates to meet and exceed required levels. This has led to more workers earning incentives and bonuses, boosting morale and motivation.

Impact #2

Training time for new workers has been reduced by 25%, freeing supervisors for other important tasks and accelerating the onboarding process.

Impact #3

Truck drivers have noticed improved load quality, enhancing their efficiency and productivity during deliveries.

Benefit #1	99.96% pick accuracy
Benefit #2	50% reduction in truck shorts
Benefit #3	54% improvement in service levels

Benefit #1

99.96% pick accuracy

Benefit #2

50% reduction in truck shorts

Benefit #3

54% improvement in service levels

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Overview

Results that speak for themselves.

Operational Impact

Quantitative Benefit