KeHE Distributors® Customer Experience−Customer- & Supplier-centric Strategy Makes It Clear
National distributor improves customer satisfaction and achieves 99.69 percent pick-rate accuracy
Naperville, IL – Nov. 6, 2023 – KeHE Distributors®, a distributor of natural & organic, specialty, and fresh products in North America, announced significant increases in customer satisfaction and record-breaking order accuracy rates after implementing a series of innovations focused on elevating customer experiences.
In recent years, supply chain delays, food shortages, and rising costs have caused an ever-evolving distribution landscape that KeHE has learned to navigate. KeHE found this challenge the perfect opportunity to embrace the latest innovations in the industry to proactively address the needs of the market, focusing on pick rates, fill rates, and flexibility.
“We operate at the forefront of what’s happening in our industry and identified three areas of opportunity for us to excel to ensure our partners successes,” said Deb Conklin, President & CEO of KeHE. “By prioritizing our suppliers and retailers, we can continually provide best-in-class distribution services and an unmatched variety of innovation for consumers.”
The three new innovations KeHE rolled out focus on helping deliver the best experiences to suppliers and retailers. The innovations include:
Improved Pick-Rate Accuracy
The pick rate is the percentage of items received versus the amount ordered. With scan compliance and the use of Global Trade Item Numbers (GTIN), KeHE’s pick rate has reached an all-time high average of 99.69 percent accuracy. Improving pick-rate accuracy translates to better experiences for retailers because they get what they ordered and don’t have to engage in the credit process, ultimately saving them time and money.
More Accurate Fill Rates
Fill rates represent the percentage of orders that are immediately fulfilled by stock that is available. KeHE began using the FROST system to improve inventory optimization and safety-stock calculations for more efficient, timely ordering. The move to FROST has resulted in better planning and partner relations, as well as an increase in trust with retailers. It has also resulted in improved sustainability and a reduction in gross store spoilage by 25 percent since 2020.
Enhanced Access to Each Pick Capability
KeHE created and built KeHE CONNECT Direct® and adopted digital solutions like the OPEX Perfect Pick system to provide additional options to our retailers. This enabled our retailers to order the precise number of products they wanted instead of requiring them to buy a full case. This was key for independent retailers to benefit from flexibility when making their selections and reducing their inventory costs.
These innovations are part of a company-wide campaign named Food. Forward.TM The goal of the campaign is to, “ensure that KeHE and its employees are sourced for GOOD in the world,” and includes strategies for operational excellence, growth, and partner success.
KeHE distributes natural & organic, specialty, and fresh products to more than 31,000 retail and online stores across the country. The distributor has been one of the largest and most respected grocery and natural distributors for the past 70 years.
To learn more about how KeHE is improving the customer experience in food distribution, visit: https://www.kehe.com/
KeHE Distributors, LLC (KeHE) is the largest distributor of natural & organic, specialty, and fresh products to more than 31,000 natural food stores, chain and independent grocery stores, e-commerce retailers, and other specialty products retailers throughout North America. With over 6,800 employee-owners, KeHE, a Certified B Corporation, drives its mission of serving to make lives better, throughout all aspects of its operation. For more about KeHE, visit KeHE.com or check out its social media channels: LinkedIn, Instagram, Facebook, and X.