Initial Situation of the Customer

Torino Food Service Pty Ltd, a family-owned Australian distributor, has been a key player in the food and beverage industry since 1988. Originally founded by pizzeria owners passionate about sourcing quality ingredients, Torino has grown to supply high-end dairy and fresh produce to restaurants and food businesses across Australia. With a workforce of 50-249 employees, the company operates in a high-demand industry where both product quality and efficiency are essential. However, as Torino’s customer base expanded, so did the need for more streamlined, efficient operations to meet growing demand without compromising quality.

While Torino had already implemented various digital systems, managing seven separate platforms created inefficiencies. Each system was dedicated to different business functions—such as order processing, finance, CRM, and communication—and operated independently of one another. This fragmented setup led to delays in key processes like inventory updates, where customers faced up to a six-hour lag on inventory visibility. Additionally, reliance on paper invoices required dedicated administrative staff to manage up to 200 invoices daily. Issues with paper quality, lost documents, and delayed approvals further complicated workflows, leading to slow processing times and impacting customer service.

The existing finance system presented additional challenges, as it required external programs for tasks like data extraction, limiting the finance team’s ability to make timely, data-driven decisions. Overall, these disconnected systems were hindering Torino’s capacity to operate efficiently, and the company recognized the need for a single, streamlined approach to unify operations.

To address these challenges, Torino Food Service embarked on a digital transformation to consolidate its operations into one cohesive system. Moving to a unified business management platform enabled Torino to integrate essential functions—from sales and inventory to accounting and CRM—into a single digital environment, creating a seamless flow of data across departments.

This shift delivered several key benefits:

Transitioning to a paperless invoicing system allowed Torino to double its daily invoice processing capacity to 400 invoices, all managed digitally with minimal manual intervention. Customer and order details now flow directly into invoices, saving significant time and reducing errors that were common with physical documents. By eliminating paper invoices, Torino has simplified its workflows, reduced delays, and freed up resources for more value-added tasks.

Integrating sales, inventory, and CRM data into one platform has empowered Torino to manage operations in real-time, vastly improving transparency and efficiency. Teams can now track orders, assess performance, and respond to customer needs across all sales channels—whether online, pre-sales, or point-of-sales. With this unified system, Torino can quickly identify top-performing team members, partners, and products, helping management make data-informed decisions and adapt to changing customer demands swiftly.

The new accounting system captures data from all relevant departments, automatically updating account receivables, payables, and inventory information. Equipped with a high data recognition rate, the finance team can now access accurate, up-to-date financial insights, eliminating the need for external tools and manual data extraction. For Torino’s general manager, this provides a quick snapshot of the business’s financial health in mere minutes, significantly easing financial oversight and reporting.

Consolidating sales, CRM, and marketing activities into one system has strengthened Torino’s customer relationship management. Sales activities, pitches, and email exchanges are all organized in one place, allowing for a more personalized, data-driven approach to communication. Tailored email marketing also enables Torino to target specific customer segments effectively, improving customer engagement and loyalty.

Through this strategic transformation, Torino Food Service has achieved a remarkable 40% increase in efficiency, enabling the company to operate more professionally and with greater agility. By transitioning to an integrated digital framework, Torino has positioned itself for continued growth, ready to meet the evolving demands of the food and beverage industry with a streamlined, customer-centered approach.