Providing effortless convenience to the caterer

SAVONA FOODSERVICE I PROFILE

Savona Foodservice is renowned for its pioneering innovations to ensure a seamless flow to clients across the UK’s southern counties. And as Managing Director Mike Morgan explained, high-tech solutions to improve service and the customer experience have also included harnessing artificial intelligence. Profile by Andy Probert.

AS more high-tech solutions continue to breeze through the food industry, Savona Foodservice has been at that cutting edge for a few years now, and continues to evolve in making its systems and services the envy of the sector.

When you’re handling more than 4,000 ambient, chilled, frozen and non-food items and 800 own-brand products, the pressure to be efficient is an absolute priority when clients are scattered across 32 English counties in the Midlands, South East and South West.

Hence Savona’s strategy to maximise technology to the fullest in almost every corner of the business. In 2019, it even pioneered an artificial intelligence-led, online ordering platform: a first for the UK foodservice.

Modern brand on a mission

“We’re a modern brand on a mission to provide excellent customer service, and care passionately about the quality of service, our staff and partners,” asserted Mike Morgan, Managing Director.

Savona was founded in the 1960s by brothers Terry and Clive Holloway, who formed Grand Pont Bakery in Oxford. They bought loaves from a national bakery and produced their own label bread.

The idea of distributing continental meats and cheeses was introduced to them by businessman Frank Brandini, who hailed from Savona, in Northern Italy. The operation flourished, and the business soon expanded into importing a range of meats, cheeses, canned goods and dairy products.

The business was bought in 2003 by current owner Ken Knowland, who began to modernise its infrastructure and expand its distribution beyond Oxfordshire’s borders. Under his stewardship, sales growth rose from £4.5 million to £32 million by 2019.

Savona absorbed Ilfracombe Wholesale Grocers into its operations in 2016 and continues on an upward trajectory. The group has focused on reviewing and streamlining its IT architecture into a single suite of online systems. “We have also implemented electronic proof of delivery, transitioning to a paperless environment and improving customer service as a direct consequence,” commented Mr Morgan.

The list of changes goes on to include a complete replacement of ERP, business intelligence, finance package, HR and internal communications systems.

Enhanced customer experience

At the heart of operations are two warehouse facilities in Oxford and Ilfracombe, with a combined total of 85,000 sqft, underpinned by a committed 150-strong workforce and a fleet of 40 multi-temperature vehicles.

“The group enjoyed 30% growth in the three years before the Covid outbreak,” Mr Morgan remarked. “While our turnover in 2021 is expected to reach £32 million, it is predicted the group will, for the foreseeable future, again crest 2019 double-digit growth levels.”

SAVONA FOODSERVICE I PROFILE

In its dedication to furthering customer service, Savona became the first UK wholesaler to adopt Track My Order; a 202-launched digital solution offering clients an outstanding, frictionless experience. Customers are kept updated on the progress of their order as they receive notifications at four stages: order acknowledgement, assembly, despatch and delivery confirmation.

“A client can track where their delivery is. When our driver signs into their device, we can tell clients the order is on its way, which driver and vehicle it will be, how many drops there are, and at what drop point they will be,” detailed Mr Morgan.

“That same email has a link to show them where the vehicle is, so they can get an idea of how far away it is. Ultimately, the system helps customers optimise their time because they get predictability as to when their order will arrive.”

Highest standards

While the company plans to expand its warehouse at Kidlington, Oxfordshire, the facility was recently awarded AA Grade, the highest standard for a planned audit from the BRCGS (formerly BRC/British Retail Consortium), and Grade A at its South West depot. These awards, which very few foodservice wholesalers achieve, represent the company’s commitment to delivering the highest quality products with the utmost care to its customers.

Holding the BRCGS certification demonstrates that Savona operates a structured, comprehensive and effective food safety programme and conveys the quality assurance standards customers require. This is exceptionally important when Savona’s client base comprises private and state educational institutions, care homes, cafes, pubs, restaurants, hotels, theme parks, and workplace catering.

He added: “All the systems, processes and platforms that we have invested in means we have reduced our error rate by more than three-quarters. Our suite of systems allow us to grow profitability and are flexible for potential expansion.

“Importantly, we also have access to the data, so we can understand where the products are successful or not, and we can analyse sales and stock. At the touch of a button, our staff can have their fingers on the pulse of the business and ensure more access to more information to our clients. That translates as Savona is easy to do business with.”

Mr Morgan said the fundamental principles for the business over the next couple of years would revolve around effortless convenience, service enhancements, more self-service access for customers to get information directly, and enhancements to the product range.

“Underpinning all this will be two key objectives: people and planet. We are designing a people plan that we will roll out internally, and, in its broadest sense, we will look at sustainability gains.”

He disclosed the group is to order two electric vans and is looking at using alternative fuel – hydro-treated vegetable oil

LAMB WESTON

The Dukes of Chippingdom are proper British pub chips, made from quality Maris Piper and Challenger potatoes (including all those lovely natural off-cuts!) and harvested exclusively from British farms and growers. This means operators that serve DUKES can proudly promote Britishness on their menus, which is a promise of quality that diners are happy to pay extra for.

Available in Skin-on and Skin-off varieties, DUKES are characterful in cut, fluffy and light, yet reliable as a gentleman’s character and as crisp as his tailoring. Oh, and they’re also Red-Tractor assured, vegan-friendly and gluten free too!

SAVONA FOODSERVICE I PROFILE

instead of diesel – at one of its depots that will help reduce emissions by 90% from the commercial fleet.

“Other ongoing sustainability changes include converting our sites to LED lighting to help reduce our electricity consumption.

In addition to people and planet plans, Savona is holding its annual exhibition at Sandy Park in Exeter on 15th March 2022. This is a key date in the diary and will see a gathering of approximately 100 suppliers, featuring product sampling and innovation for the year ahead.

Honesty and transparency

Savona will also remain resolute in its commitment to the Country Range Group, which continues to provide top chefs and establishments with a value for money proposition without any need to compromise on quality.

The range of grocery, chilled, frozen and non-food products covers essential ingredients, such as allergen-free bouillons, finished products like handmade cakes, pre-portioned for convenience. In addition, Savona offers simple product solutions to help unskilled caterers, as many of its hospitality customers face staff shortages.

Mr Morgan admitted the pandemic had forced the group to be decisive on various objectives and maintain open communications with staff and clients on any issues.

“No matter how unpalatable the news was, we told people, because honesty and integrity remained at the forefront whether it was people’s jobs, going to a three-day week, furloughing staff, or telling clients about stock availability. As a consequence, we now have a more loyal client base and an even more committed workforce.”

But challenges do remain, as they do in any business. For Savona, these currently include recruitment, rates of pay, global supply chain pressures, and what the future holds for the green agenda.”

He said: “We still have fundamental problems for the industry such as delivering with diesel-guzzling vehicles. Right now , there simply is no viable mass-produced solution that offers an alternative to running a fleet of conventional diesel powered, dual-temperature commercial vehicles.”

Mr Morgan added the company differentiates itself from competitors by having quickly embraced digital innovations and maintaining constant communication with clients.

“Understanding their needs and business is more important than ever. That has translated in us winning new clients. As a flat, non-hierarchal structured business, Savona never hides the truth.

“It’s good to remember that in one period, we did a third of a million products in 14,000 deliveries on 37 lorries in 32 counties. And we made every single delivery without any staff shortages. We have not had to restrict service levels.

“Being honest, available, flexible and transparent is always appreciated by customers. What we promise is what we deliver.”

Mr Morgan concluded: “We aim to be the favoured foodservice partner with our customers; be a trusted wholesaler to our suppliers, and a company that employees can be proud to work for. In short, we aim to be the friendly face of foodservice because our knowledge and wealth of experience go far beyond product delivery.” n

Mike Morgan Managing Director