The challenge
Lamb Weston supplies fries and potato products worldwide but aims to be more than just a supplier. With the promise of being ‘Your Partner in Potatoes,’ the company strives for closer collaboration with its customers. Amid growing demand for convenience, speed, and 24/7 digital business, Lamb Weston recognized the need to innovate to better serve its customers. At the same time, the company faced a practical challenge: every day, dozens of orders arrived in various unstructured formats, such as emails and Excel files. These orders had to be manually entered into the system, which was time-consuming and prone to errors. Additionally, many chefs placed their orders through wholesalers, which weakened the direct connection with the customer. This called for a smart solution that would benefit not only Lamb Weston but especially its customers. Thus, the idea for a new customer portal was born.
The customer portal as a partnership tool
Together with Lamb Weston, we developed a digital customer portal, a personalized and secure platform integrated into the corporate website. This platform centralizes and automates the ordering process, enabling structured and immediate order processing, saving time, reducing errors, and strengthening customer relationships. Through the portal, purchasing organizations, wholesalers, and other customers can not only place orders directly but also gain insight into their invoices and personal data history. Furthermore, the platform offers direct access to Customer Care, shifting the focus from order processing to service and advice, an important part of Lamb Weston’s promise as ‘Your Partner in Potatoes.’ Customers can now do business faster and more easily, exactly as Lamb Weston envisions: as a partner who always thinks along and participates actively.
