From custom to SaaS: C10 modernizes its beverage distribution platform with DJUST

Discover how C10 is looking to redefine its B2B ordering experience with DJUST by transforming C10 Commande into a modern, high-performance platform tailored to the evolving needs of its members.

C10 is a network of wholesale beverage distributors serving professionals in the restaurant, hotel, and bar sectors, as well as major national restaurant and hotel chains. The network's members supply over 90,000 points of sale, generating a total turnover of 1.6 billion euros.

One of the network headquarters' missions is to supply a network of 230 member warehouses through its ordering platform, "C10 Commande." The platform handles nearly 8,000 orders annually, generating 150 million euros in revenue. With 3,000 product references, this platform is critical to daily operations, but it is obsolete and in urgent need of digital transformation.

The challenges: Modernization, performance, and member satisfaction

C10 is facing several major challenges linked to its aging ordering system, which directly impacts its operational efficiency and member satisfaction.

The main challenges include:

• Technological obsolescence: The C10 Commande platform, in place for over ten years, suffers from slowness and inefficiencies, making order placement and management complex and costly. The programming language is outdated, limiting opportunities for development.

• IT department missions and outsourcing management: Due to its small size and its maturity in operations and oversight, the IT department wanted a simpler outsourcing model that would allow it to balance its reliance on suppliers.

• Member satisfaction: Member dissatisfaction is growing due to the platform's poor performance. Issues with pricing, scoping, and an overwhelmed technical support team (up to 600 open tickets per year, consuming 40% of technical support's full-time equivalent resources) are degrading the user experience.

• Logistical issues and dispute management: Optimizing transport costs, improving service rates, simplifying product selection, managing disputes, and integrating deposit schemes for reusable containers represent major business and logistical challenges for C10.

"We were starting to see regressions, features that were no longer working, and a subcontractor that no longer had the capacity to commit and make repairs."
_{Benoit Pichat, CIO of C10}

The solution: An innovative SaaS order placement platform with DJUST

To address these challenges, C10 chose to partner with DJUST. This collaboration aims to transform C10 Commande into a modern, high-performance platform tailored to the evolving needs of its members.

The key elements of the chosen solution include:

• ‍SaaS Replatforming: DJUST offers a SaaS solution that allows C10 to migrate to a more flexible and scalable platform, reducing technical complexity and improving control over operational costs. This will enable the IT department to focus more on innovation and business strategy rather than technical maintenance and operations.‍

• Integrated UX/UI Expertise: DJUST provides expertise in ergonomics and user design, an area where C10 required support. This ensures an intuitive interface tailored to the needs of end users.‍

• Strategic Partnership and Co-development: DJUST and C10 are committed to a co-development approach, where C10's specific needs will help shape DJUST's product roadmap.‍

• Improved Logistics Flow Management: The new platform will allow for better optimization of transport and orders by integrating features such as substitute product suggestions to prevent stockouts.‍

• Integration of Complementary Tools: The platform is designed to connect easily with other internal systems, such as the PIM (Akeneo) for product information management and the SAGE X3 ERP for managing carts and returns.

“What we found interesting about the DJUST model is this bundle of a SaaS offering combined with digital consulting.”
_{Benoit Pichat, CIO of C10}

Objectives: A modern platform to optimize costs and improve user satisfaction

Implementing the DJUST solution will allow C10 to transform its approach to order management, improve member satisfaction, control costs, and evolve the platform to support new use cases.

Expected results:

• Improved member satisfaction: Thanks to a modernized interface and more efficient order management, members will see a clear improvement in their purchasing experience.
  For example, if a member searches for a bottle of orange juice that is no longer available, the platform will automatically suggest an alternative from another brand or with different packaging. This real-time substitution feature, combined with a reduction in support tickets and better dispute management, will contribute to a higher NPS.
• ‍Optimization of logistics costs: The new platform will help optimize transport costs by suggesting the appropriate unit, moving from individual packages to layers, or from layers to full pallets. Furthermore, the ability to offer product alternatives in real time will increase the efficiency of logistics operations and product availability.

Finally, C10 plans to continue developing the platform with DJUST by integrating new features to better meet the needs of its members.

“80% of our relationship with our members is built on this ordering tool.”
_{Saïg de Kerautem, Logistics Director}

Among these new features, deposit management will be introduced, allowing for the traceability of reusable containers and a reduction in costs and the carbon footprint associated with reverse logistics. This will not only help optimize logistics processes but also strengthen the company's environmental commitment. The goal is to close the gap in B2B user experience and improve operational efficiency.