Case study

Supplier self-help platform saves retailer £180k per year

A major UK grocery retailer implemented a supplier platform from Supply Pilot to improve the efficiency and accuracy of their interactions with 600+ food suppliers. Maintaining effective working relationships with such a wide range of suppliers across multiple categories is essential and Supply Pilot’s platform provided collaborative visual management, improved communications and an estimated £180k annual saving through supplier self-help.


At a glance

Equally important, the solution provides a consistent ‘one truth’ response to supplier queries, ensuring that policies and processes are applied consistently by all, supporting quality and compliance.


Food & Drink

Materially important issue

Supplier management

Step of the process
Platform elements used
Supplier engagement
Number of suppliers



Estimated saving of £180k per year



The retailer identified that effective collaboration with suppliers was essential to deliver the range, quality and value of products that its customers expect. Recognising that engaging with suppliers was essential to success, a solution was required to provide consistent and accurate information on policy, process and the other essential day-to-day operations. This vastly reduced the time and cost involved in making sure suppliers have the information and support they need to deliver safe, quality products.


The retailer chose supplier collaboration specialists, Supply Pilot, to provide a supplier platform that integrated with the retailer’s existing artwork and specification management systems to provide Key Performance Indicator (KPI) visual management around supplier collaboration and new product development.

The foundation of the platform was integrated supplier self-help that provided important, relevant and easy-to-digest information to suppliers 24/7, reducing the need for suppliers to contact the retailer.

All of this enabled the retailer to improve the quality of their supplier relationships whilst simultaneously reducing the resource needed to support them with self-service policy, branding, process, legal compliance and general ‘how-to’ information.


A Gartner/Avaya study has estimated that using a self-help platform is 74% cheaper than answering questions by either phone or email.

As a result of their self-help platform, suppliers now access online on average over 2,500 answers per month. This particular UK supermarket’s private label team saves an estimated £180k a year and helps suppliers to be more efficient by diverting queries away from employees and providing answers online.

Key facts

600+ suppliers

from private labels

2,500+ answers

viewed per month

74% reduction

in cost

£180k savings

estimated per year

Launch your pilot project in weeks

The world’s largest brands use the Supply Pilot Platform to navigate strategic and sustainable transformation through supplier collaboration. Book your demo today to see how it could help you too.