Food & Beverage
Twinings is a well-known commercial tea company that produces more than 50 varieties of black, green, herbal, and chai tea. The company got its start in 1706 as a small shop in the United Kingdom, but Twinings® tea can now be found in more than 115 countries worldwide. The company’s North American base was established in 1982 in Clifton, New Jersey.
Twinings North America came across Formstack in 2009 while looking for a way to streamline its process requests. The company first used Formstack to create a Twinings® tea order form for foodservice customers. Since then, Twinings has found many uses for Formstack.
One of the biggest successes Twinings has had with Formstack comes from the Approvals feature, which assists with workflow management by allowing account users to approve or deny submissions. Twinings created a new customer request form for its sales team and added Approvals to standardize the approval process for adding new foodservice customers to the Twinings database. Using Formstack, Twinings has cut an average of two days off this internal process.
Several team members are required to sign off on a Twinings prospect before that prospect can officially become a Twinings customer. Prospective foodservice customers must make their way through a process of sales approvals, background checks, and financial approvals.
Before using Formstack, the approval process started with a PDF form that was filled out, digitally signed, and then manually emailed to the appropriate approvers. Each approver would sign off and then pass the PDF file to the next approver via email. This was time-consuming and left room for error because approvers had to wait for a file attachment and keep track of multiple email threads. Additionally, if an approver wasn’t at his or her computer or missed an email, the process would be delayed.
To expedite the workflow process for new customer requests, Twinings used Formstack to create a new customer request form with Approvals and Email Logic. Now, the approval process is more standardized and efficient. Sales reps fill out the Formstack form, and approvers are automatically notified upon submission. Approvers get an email with the submission details, and they can approve or deny a submission right from the email without having to log in to Formstack.
Using Formstack, the new customer request process boils down to a handful of quick steps:
This systematic process created through Formstack has cut off at least two days from the workflow for each new customer approval. It has eliminated a lot of downtime form an approver being away on vacation or not seeing the email. Each approver gets a very direct email with a custom subject line, and all approvers can sign off on the request from anywhere.
Since implementing Formstack’s Approvals feature for the new customer request process, Twinings has put the feature to use for other notable workflow processes: