In the fast-paced world of animal nutrition, the ability to provide customers with high-quality product samples in a timely and efficient manner is crucial. At Phileo, this seemingly simple task has evolved into a complex challenge that required a strategic, collaborative approach to overcome.
Enter Laurine Faivre, together with the sample project group the driving force behind Phileo’s sample management project, who has spearheaded a multi-phase initiative to transform the company’s sample delivery process.
“Samples may seem easy, but in an industrial environment with a large number of production sites, it can become rather complicated,” explains Laurine. “However, they are very important for our customers, as they showcase the quality of our products and services.”
“After a first setback, where we proposed an internal solution, we redoubled our efforts and were able to identify a partner that could help us – Odyssey, an expert in sample management from preparation to shipping,” says Laurine.
Odyssey, a worldwide partner with three sample platforms in Europe, the US, and China, covers 250 countries and has been audited and validated by the Lesaffre group. The positive feedback from Savory ingredients, the potential connection with Saf-Force, Lesaffre’s CRM, and Odyssey’s agile, customer-centric approach made them the ideal collaborator for Phileo.
“The partnership with Odyssey allows us to offer a turnkey solution that is less expensive than Phileo’s previous situation,” explains Laurine. “Our goal is to enhance customer satisfaction, improve Phileo’s and Lesaffre’s image, and ensure the full engagement of the Phileo team.”
The new sample management process involves the sales manager submitting a request through the CRM Saf-Force system. For readily available commercial product samples, they will be automatically forwarded to Odyssey’s platforms for repackaging, stocking, and shipping. Prototypes, unregistered products, or products in the development phase will first be validated by the sample committee to ensure all necessary paperwork is in order.
“We’re currently working on gathering all the necessary information for Odyssey and connecting their system with our Saf-Force,” says Laurine. “Initially, the European Odyssey platform will receive and handle all global requests.” She adds, “After a successful pilot with the European headquarters, we plan to expand the collaboration to Odyssey’s platforms in the US and China to ensure we work with the smallest possible environmental footprint.”
The project’s next steps include workshops to align the sample workflow with Phileo’s teams, a formal presentation to the leadership team, and a review after six months of implementation.
“Soon, we’ll bid farewell to the makeshift sample repackaging in the corners of our offices and welcome a streamlined, professional sample delivery process that will benefit our customers and enhance Phileo’s image,” Laurine concludes with a smile.
This collaborative effort, including all Phileo departments, and involving multiple Lesaffre business units, exemplifies Phileo’s commitment to delivering exceptional customer service and leveraging strategic partnerships to drive operational excellence.
