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Catherine Cane16-Feb-2024 17:26:005 min read

Customer Spotlight Q&A with Deli Lites

deli lites customer spotlightintact

Customer Spotlight Q&A with Edward McClory, Operational Support and Business Improvement Manager at Deli Lites 

In this exclusive Q&A session, Stacey Wallington, Community Engagement Manager at Intact, chats to Edward McClory, Operational Support and Business Improvement Manager, at Deli Lites about the significance of Intact iQ in the business. 

Can you give us a general background of the business? 

Deli Lites is a leading multi-award-winning food solutions provider founded in 1998 by entrepreneurial husband and wife, Brian and Jackie Reid. Alongside a passion for great food and inspired by the New York delicatessen scene, they wanted to provide innovative products using high-quality ingredients to the Irish market. The company now employs over 300 people, which is growing and runs from a state-of-the-art production facility in Warrenpoint, Co Down. We currently hold the ToTop-Grade AA+ BRC Accreditation.  

The company’s commitment to sustainability and ethical business practices has earned it several awards and certifications, including the prestigious B Corporation certification, which recognises companies that meet rigorous standards of social and environmental performance, accountability, and transparency.  

What’s your role and what do you do?  

My role is Operational Support & Business Improvement Manager. My role allows me to work with several departments across the whole business, through which iQ has become central to almost everything I do. I get to see the advantages it has given to all departments, and my knowledge helps these departments review their processes, and increase efficiency.

How long have you been using Intact iQ? 

We have been using Intact iQ since December 2020.  

What features of our software have had the most significant impact on your day-to-day operations and why?  

There are many features that have made our operations significantly more efficient. The e- commerce site has transformed our sales order process, improved our communication and accuracy of information. The production schedules have improved the flow of data through the various departments in the supply chain. The stock module has allowed us to manage the traceability of efficient deliveries. The online customer portal has given our customers access to their order history, favourite products, and account balance.  

If you could choose your favourite feature of iQ, what would it be and why?  

For me, the dashboards are my favourite feature. Because they are customisable, they can be tailored to almost every role in the business. With KPI data and workflow condition results, you can see how the business is performing and can find potential issues before they occur. It’s a great feature.  

What tips would you share with other customers for maximising the effectiveness of Intact iQ?  

I would recommend any new customer to map out their processes from start to finish, see where incidences of human error may occur and use the system to eliminate them. Think about what bugs you every day, and iQ can eliminate it! Embrace the change, and the initial pain will be worth it in the end! 

Are there any third-party integrations you’ve found beneficial? We would love to know about them!  

Being a manufacturing business, material planning & requirement is key to what we do. We’ve used iQ’s powerful REST API to link up with food solution experts. The seamless transfer back and forth from iQ has allowed us to build on the database, for enhanced business intelligence to power our decision making.    

Can you quantify the time you and your colleagues have saved since implementing Intact iQ? 

The new system allowed us to manage the demands of the Covid pandemic, the challenges of working from home, and helped us react to the ever-changing environment. Post pandemic iQ allowed us to cope with the unprecedented demand, and growth in our sector. Our processes became more efficient, we could handle a higher volume of sales orders in the same timeframe, with the same number of staff. We could automate most of our processes and remove process steps to gain efficiency.  

Can you share any success stories where Intact iQ played a key role in achieving specific business goals? 

The printer forms and pick note we designed through iQ have allowed us to increase our service level to customers by over 8% which was a huge step forward for us. We’ve removed thousands of sheets of paper from the business each week, so the paperless deliveries have been a huge success. Communication to customers in a fast-moving industry is vital, iQ allows us to reach our entire customer base effortless, keeping them informed of such matters as delivery times and product updates.  

How does our software support your business in maintaining industry regulations and standards? 

Traceability is key in any food business, iQ allows us to capture and track product traceability from goods in, to dispatch and delivery to customers.  

Can you share any time-saving shortcuts or features that other customers may benefit from?

The iQ database is extremely easy to navigate. You can quickly extract data from the system while on a call to a customer or answer a query from management with minimal effort. The universal search bar at the bottom of the screen is a great feature to search the entire system for any detail you may require.  

Looking to the future – what are your plans with Intact iQ and your business in general?  

We want our business to be completely paperless by 2025. Our new picking/packing methods using the iQ software will allow us to do this. Intact has a powerful API to transfer data to almost any platform, allowing us to plug different applications into the database, for a whole host of functionality. We are upgrading our Cliqx e-commerce site through Intact to improve the customer experience further.  

What is the most valuable business lesson you’ve learnt yourself?  

Customer service is what sets us apart. We make great products in Deli Lites, but our customer experience is second to none. From placing an order, to receiving their delivery on time, in full, and with the highest food safety and quality practices, this is what we do best. iQ has helped us stay ahead of our competitors.  

Finally, to finish, tell us an interesting fact about you!  

Long-distance running is a passion of mine, and I have completed ten marathons on three different continents. It allows me to unwind and keep my mental health in check!  

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Catherine Cane

In October 2023 I joined the team as part of Intact’s Graduate Programme. My academic journey began at the University of Liverpool, where I studied English Language and Literature. Feeling that one degree and three years in Liverpool weren't enough, I stayed and earned a Master's degree in Creative and Critical Writing. During my studies, I wrote for various platforms, including a student newspaper, blog articles for a famous Liverpool attraction, and even directed a play. I knew I wanted to pursue a career where I could write daily, leading me to explore the world of content marketing. At Intact, I write blog articles for our website and campaigns, compile and write content for our customer newsletter, and manage our social media channels. I’m committed to creating credible, trustworthy content, and nurturing the sense of community among our customers and staff. I enjoy the fast-paced nature of my work, where each completed task is followed by ten uncompleted ones. One of the most rewarding aspects of my job is the opportunity to collaborate with colleagues, seeking their insights and knowledge for fresh and valuable content. Outside of work, I’ll be at the gym, out for a run (jog), or exploring markets in London with friends.