Complete Nutrition Company Culture & Approach
Complete Nutrition® is a network of more than eighty high-quality nutritional supplement retail stores. Their focus is on providing personal service and expert consulting to customers who have specific nutrition goals. Complete Nutrition locations are different, because they are more than just a retail store. They focus heavily on service and helping customers achieve goals. The retail locations are inviting and personable.
Why the Need For Improved Metrics Visibility?
Complete Nutrition is passionate about providing a unique, personal experience for their customers. Because they lacked visibility to key performance metrics throughout their hierarchy they struggled to schedule in a way that was ideal for customer focus. Leadership knew there must be a better way.
Why Adi? The Value to Complete Nutrition
The Complete Nutrition team was impressed with Adi Insights software, especially the robust reporting capabilities. Prior to Adi, their scheduling system was antiquated. It was handled using multiple tools that did not communicate with each other. This included a manual excel process and a basic online scheduling tool. The process was cumbersome, time-consuming and limited the ability to see time punches and Point of Sale (POS) statistics. Without the visibility of POS data, it was almost impossible to build efficient schedules. Adi Insights brings together scheduling, time and attendance and real-time labor & sales metrics.
The Adi platform replaced and automated existing multiple systems. This streamlined the entire process creating more time for the tasks that matter most.
Complete Nutrition looks for innovative technologies that provide actionable data to drive results. Adi plays a role in this by freeing up time for managers and staff members to engage in customer-facing activities vs. administrative tasks. Integrating Adi and other customer-focused programs are paying off. Complete Nutrition is seeing a positive result on customer satisfaction (tracked through their Listen 360 Customer Experience Platform) after stores implemented Adi.
Customer Conversions & Retention
Complete Nutrition expects the staff to engage with each and every customer that comes through the door. Adi ensures that schedules are optimized so that customers are never left waiting.
The leadership team is excited to see evidence of more customer conversions and improved retention when Adi was put in place.
Transparency and Accountability
Carla Nesi, Business Analyst, shared “Overall, making the decision to implement Adi Insights and having more visibility is awesome for us. Before, schedules were all over the place. We love that we can put everything into one view and add metrics! In the stores as soon as the Adi platform was up and running we began experiencing positive results. We saw clearly that staff were working excess hours which was directly impacting labor costs. The Adi Labor OptiX tool indicated where to make staff adjustments so that we did not overstaff when in quiet periods, or under staff when busy. The transparency holds managers more accountable and they are able to make needed adjustments in the system to maintain profitability. This automation reduced time spent scheduling.”
Real-time Schedule Adjustments
A key operations Team Member added, “Visibility solves a lot of problems, being able to do a lot of these tasks remotely has been a game-changer. We are already taking advantage of using Adi remotely, “on the fly”. We had a situation, where at one of our locations two staff members resigned. The District Manager needed to quickly fill those gaps, he requested the addition of an employee for support. Using Adi Staff Xchange I quickly made that change while working remotely. I have also helped several stores get their labor hours back into our target range, which is exciting.”
Automation resulting in Efficiency
Staff punch in and out via AdiClock on iPads. Managers can check and approve hours worked on the go to ensure everyone gets paid correctly. Automation has substantially reduced the time it takes to generate and export payroll reports. A member of the IT team says, “it has been eye-opening to me and the team in terms of the inefficiency of the old payroll process before. Pre-Adi it took more than 3 full business days to complete payroll, this now takes less than a day. Utilizing Adi we have reduced this time by more than 60%. This is a huge benefit to the payroll team and the entire organization.”
Complete Nutrition continuously looks for ways to make the lives of their employees easier. By investing in tools like Adi they make day to day tasks more intuitive and efficient.
“We love having the user manual easily accessible inside the platform – it gives us simple guidance as needed. We’ve had very few questions from the field regarding how to use the Adi system.”– Carla Nesi, Business Analyst
Smooth Project Implementation
There is a risk and sometimes apprehension when it comes to changes involving process and software. Adi Insights has designed a seamless implementation process which allows their customers to focus on the day to day operations. The Adi implementation team does the heavy lifting.
Carla compared the positive Adi experience with another project by saying, “Complete Nutrition recently worked on a project with a vendor who did not have simple, smooth project implementation. It was a less than ideal experience. In contrast, Adi dedicated an experienced project manager for support which was awesome. Thanks to the project manager and team at Adi our transition was successful and our team of users are very pleased.”