Intellect > Case Studies > Northgate Markets Automate their Approval Processes with Intellect

Northgate Markets Automate their Approval Processes with Intellect

Company Size

1,000+

Region

America

Country

United States

Product

Intellect Platform

Tech Stack

Business Process Management (BPM)

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Retail

Applicable Functions

Logistics & Transportation
Sales & Marketing

Use Cases

Inventory Management
Supply Chain Visibility

Services

System Integration
Training

About The Customer

Northgate Market is a private family-owned company based in Anaheim, California. Founded in 1980, the company operates 36 stores in California and employs more than 5,000 people. Northgate Markets is committed to providing fresh and nutritious food while giving back to the community that allows them to keep their dreams growing. As the company expanded, it faced challenges in supervising all return requests. Delivery orders were hard to return and there was an increasing number of sit-in products waiting for approvals from other stores to be processed. This led to increased friction between employees and a lack of visibility in return processes.

The Challenge

Northgate Markets, a rapidly expanding supermarket chain in California, was struggling with an unclear and stressful credit request and return approval process. The company had been dealing with this issue for over six years. In an attempt to improve the situation, Northgate Markets implemented a call center to report any return issues, but this did not result in any significant improvement. The process was slow and the transparency of product tracking processes was deteriorating. Store personnel had to spend long periods of time on the phone, trying to reach the right person who could help them at the call center. The biggest challenge for Northgate Markets was to find a solution that would address their problems from a business point of view first and then include the technical component to keep their system transparent and easy to manage.

The Solution

After many attempts to solve the problem, Northgate understood that what they needed was a tracking solution to oversee their credit processes and initiate returns with full transparency. The solution they needed had to meet all of their business needs and most importantly give employees and the organization full transparency in each step of their delivery system. Intellect was able to meet all the requirements Northgate Markets needed from a BPM solution. Intellect’s actively engaged Support and Professional Services Team made the platform easy to learn and understand. Intellect allowed Northgate employees to easily track their return processes. Today, the Intellect platform’s workflow engine helps all Northgate stores see every step of their processes at all times, from the starting point, when processes are submitted, to the last step.

Operational Impact

Improved overall communication between store personnel and employees in charge of tracking return processes.
Sped up the progress for all returns and credit requests.
Increased visibility and mobility of products at each Northgate Market store.
Replaced the long wait from processing products from stores back to the distribution call center and then back again to each store, with a fast, easy to use and reliable platform.
Provided full visibility in each process and all pick-up and delivery instructions are clear and fast to access on the platform.

Quantitative Benefit