University of West London Students’ Union (UWLSU) supports a dynamic and diverse student community, offering catering and retail services across its multiple sites.
With recent expansions, including the refurbishment of its bar and sports centre and the opening of two new outlets, UWLSU sought a modern procurement solution to manage its growing needs efficiently. Rob Carr, Head of Commercial Operations at UWLSU, led the search for a partner who could streamline processes, ensure greater control, and unlock cost savings.
Navigating operational challenges
Rob shares, “When I started at UWLSU, we were using an antiquated system that involved dozens of websites and no easy way to compare prices. There was no oversight of invoices, and everything was managed centrally, so we didn’t have a full view of what was coming in. We needed a system that offered transparency and control, allowing us to tailor solutions to our scale.”
UWLSU also faced significant inefficiencies in its procurement processes. Rob recalls, “Previously, we may have paid over the odds on some products because we couldn’t easily compare market prices. We lacked invoice oversight, which made reconciling statements very challenging and time-consuming. On top of that, we had no input into supplier arrangements, which didn’t always reflect our specific needs – I wanted to have greater control.”
UWLSU also wanted to improve allergen and menu management, moving away from manual processes that carried risks of inaccuracies. Rob noted, “Creating allergen data manually left too much room for uncertainty. We wanted a system that could pull accurate information directly from suppliers.”
Implementing a procurement partnership
Drawing on his previous experience with Avendra International, Rob approached their team of experts to explore solutions. After gaining trustee approval, UWLSU partnered with Avendra International to manage their procurement processes and adopt its comprehensive eProcurement platform, Pi.
They also integrated key modules from the Pi platform to simplify online ordering, streamline menu and allergen management, and gain better control and visibility over invoice processing and financial tracking.
“The onboarding process was swift and seamless,” says Rob. “Matt Hawkins, our account manager at Avendra International, provided tailored training and helped us roll out the online ordering and menu and recipe costing tool. We launched in August, and the benefits were immediately apparent.”
Simplified online ordering
Using Pi’s online ordering system consolidated UWLSU’s orders into one platform, offering unparalleled visibility and control.
Rob explains, “Ordering now takes just a few minutes a day and can be done on-the-go from a mobile device for any of our sites. Previously, we couldn’t see what others had ordered, which caused delays if someone was unavailable to check. Now, everything is in Pi, and I can find information myself without worrying.”
Streamlined invoicing
Invoice management available through the Pi system has led to considerable time savings for UWLSU. Using this system, the team can pay multiple suppliers with one consolidated monthly payment.
Rob shares, “To start with, we’ve saved at least a full day each month on invoicing alone. Previously, I had to manually capture each invoice line, but now everything is managed through Pi. I simply receive notifications, click to code the invoice, and it’s done. It’s streamlined and hassle-free.”
Simplified menu and allergen management and more
The menu management module helps monitor and track allergen and nutritional data, for every ingredient that is being used in menus. And UWLSU has built comprehensive menus for its bar and catering services, simplifying allergen management.
Rob adds, “Our bar manager, who started in September, was able to successfully use the Pi system with no prior training. It’s that intuitive. My team can see what stock we need, order from an approved basket of products – with agreed prices, and access allergen data with ease. Everything is in one place, and it makes reporting much easier.”
Savings and proactive supplier management
Since partnering with Avendra International, UWLSU has seen transformative improvements across its operations in a number of areas – from cost savings to supplier management.
Through benchmarking, UWLSU has achieved cost reductions of up to 15% on consumables and even more on its liquor basket. Rob says, “The deal we’ve secured for alcohol is incredible. While we’re not primarily a liquor seller, those savings are a huge win.”
He also shares that the Avendra International team is proactive around supplier management.
“They are always in touch, helping us with suitable product switches when needed, and managing any issues promptly. It’s like having an extra member of the team at our side.”
Expert commercial equipment support
Rob shares, “Avendra International has also assisted us with procuring and delivering equipment, such as a dishwasher, at competitive prices. Jo Leech, the commercial equipment expert from the Avendra International team arranged everything, saving us time and effort”
Looking ahead
Rob states, “We are now preparing to roll out Pi’s stock management tool alongside a digital platform that will allow us to easily share allergen, nutrition, and calorie information with our customers. It’s all about planning ahead and continually improving usability based on feedback.
Reflecting on the partnership, Rob concludes, “The transparency and support from the Avendra International team have been game-changing. They’re proactive, responsive, and genuinely invested in our success. I’d encourage anyone considering a switch to take the plunge – you won’t regret it.”
