Discover how C10 is redefining its B2B ordering experience by adopting DJUSTs’ modern, high-performance platform designed to meet the evolving needs of its members.

C10 is a network of beverage distributors serving professionals in the restaurant, hotel, and beverage industries, as well as major national restaurant and hotel chains. Its members deliver to over 90,000 points of sale, generating €1.6 billion in revenue. A key mission of the network’s leadership is to supply its 230 member warehouses via its ordering platform, “C10 Commande,” which processes nearly 8,000 orders annually and accounts for €150 million in revenue. With 3,000 product listings, the platform plays a critical role in daily operations but was outdated, which required an urgent digital transformation.

Challenges: Modernization, Performance, and Member Satisfaction

C10 faced several critical challenges related to its outdated ordering system, which directly impacted operational efficiency and member satisfaction.

Main Challenges:

• Technological Obsolescence: “C10 Commande” - their legacy platform which was in place for over a decade - suffered from slowdowns and inefficiencies, making order placement and management both complex and costly. The outdated programming language limited the system’s potential for growth.
• IT Management and Outsourcing: C10’s IT department, with its limited size and maturity in managing external suppliers, wanted a simpler outsourcing model to reduce dependency on its vendors.
• Member Satisfaction: Growing dissatisfaction among members stemmed from the platform’s poor performance. Issues with quoting, scoping, and an overloaded technical support system (with up to 600 open tickets annually, consuming 40% of technical support resources) diminished the user experience.
• Logistics and Incident Management: Optimizing transportation costs, improving service levels, simplifying product selection, handling incidents, and integrating reusable container tracking created significant business and logistical challenges for C10.

"We were experiencing regressions and had issues with features that no longer worked and our contractor couldn’t commit to fixing them."
_{Benoit Pichat, CIO of C10}

The Solution: DJUST, an Innovative SaaS Ordering Platform

To tackle these challenges, C10 partnered with DJUST. Together, they aim to transform C10 Commande into a modern, high-performing platform designed to adapt to the evolving needs of its members.

Key features:

• SaaS Replatforming: DJUST offers a SaaS solution, enabling C10 to migrate to a more flexible and scalable platform that reduces technical complexity and operational costs. This transition allows C10’s IT team to focus more on innovation and business needs rather than technical maintenance.
• Integrated UX/UI Expertise: DJUST brings user experience and design expertise, areas where C10 requested support. This focus guarantees an intuitive interface tailored to the needs of end users.
• Strategic Partnership and Co-Development: DJUST and C10 are co-developing the platform, with C10’s specific needs contributing to DJUST’s product roadmap.
• Enhanced Logistics Flow Management: The new platform optimizes transportation and order flows through new features like alternative product suggestions to avoid stockouts.
• Integration of Complementary Tools: The platform is designed to seamlessly integrate with C10’s existing internal systems, such as their PIM (Akeneo), for product information management and their ERP, SAGE X3 for cart and return management.

"What we found appealing in DJUST’s business model was a full SaaS platform that was supported by digital consulting."
_{Benoit Pichat, CIO of C10}

Objectives: A Modern Platform to Optimize Costs and Improve User Satisfaction

The implementation of DJUST’s solution will enable C10 to overhaul its order management approach, improve member satisfaction, control costs, and evolve the platform for future use cases.

Expected Results:

• Improved Member Satisfaction: Thanks to a modernized interface and more efficient order management, members will experience significant improvements in their purchasing process. For instance, if a member is looking for an out-of-stock orange juice, the platform will automatically suggest an alternative brand or packaging. This real-time substitution feature, combined with fewer support tickets and better dispute resolution, will contribute to a higher Net Promoter Score (NPS).
• Logistics Cost Optimization: The new platform will optimize transportation costs by suggesting appropriate unit sizes, whether it be switching from a box to a layer or from a layer to a full pallet. Additionally, real-time product alternatives will improve logistical efficiency and product availability.

Looking forward, C10 plans to continue developing the platform with DJUST by adding new features to better serve its members.

"80% of our relationship with members is built on this order management tool."
_{Saïg de Kerautem, Logistics Director}

Among these new features, the introduction of reusable container tracking will allow for better traceability, reducing costs and the carbon footprint associated with reverse logistics. This will not only optimize logistics processes but also lower the company’s environmental impact. The ultimate goal is to eliminate the gap in B2B user experience and enhance operational efficiency.