Training and Operations Material Fulfillment Program

Arby’s Restaurant Group operates a fast food chain popular for its hot roast beef sandwiches. Arby’s ranks as the #3 sandwich chain behind Subway and Quiznos with more than 3,600 locations across the US and in a handful of other countries. In addition to roast beef sandwiches, its menu features chicken sandwiches, salads, and some dessert items. More than 1,100 Arby’s locations are company-owned, while the rest are franchised.

The challenge

Arby’s Support Center takes great pride in providing relevant and accurate training and operational materials to their company and franchise locations in a timely manner. However, their fulfillment supplier lacked the capability and support mechanisms to distribute their materials. On a regular basis, Arby’s experienced issues with poor warehouse management, pick-and-pack accuracy rates that were well below the industry standards, and a web ordering portal that was antiquated.

Additionally, endless hours were being dedicated by Arby’s support personnel to correct issues related to the fulfillment program.

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The solution

Based on the poor performance of their current vendor, Arby’s conducted a search for a fulfillment partner that had the skills, knowledge and expertise to be ‘best-in-class’ with an emphasis on technology, daily order fulfillment, warehouse management, and kitting projects.

After a thorough search, Arby’s selected All Points based on its industry experience and ability to deliver exceptional services. Approximately 60 days after being awarded the business, a contemporary web portal was created for and tailored to Arby’s requirements, the inventory was moved, system training was performed, and orders were successfully fulfilled.

The program materials consist of print-on-demand items (both customizable and non-customizable) and inventoried items. Additionally, kits were assembled on demand, which results in the most up-to-date materials delivered to the Arby’s system.

The result

As a result of transitioning the business, the credibility and acumen of the Arby’s Support Center was heightened by the increased service levels provided by All Points. Also, time was freed up at the Support Center to commit to new projects and further evolve their training and operational materials.

Arby’s is thrilled with the overall program results. They experienced an overall reduction in their program costs, pick-and-pack accuracy rates were greatly improved, and a reduction of inventory levels was measured. Arby’s has better visibility to the program outcomes resulting in superior decision making.

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