At EF-group, ensuring clients feel confident using our systems from day one is a priority.

Our mobilisation process is designed to guide clients from confirmed go-live date to independent system use, with clear steps, practical training, and dedicated support throughout.

Here’s how we ensure every transition to our solution is smooth, intuitive, and effective.

A Structured Start to Mobilisation

Once a client’s go-live date is confirmed, responsibility transitions to our Operations team, who lead the mobilisation process. Throughout this stage, the client continues to be supported by their Business Development Manager, ensuring continuity and a consistent point of contact.

From this point, a structured mobilisation journey begins – designed to ensure every site is prepared, informed, and ready to use the platform confidently.

A Dedicated Customer Service Contact

Every client is assigned a dedicated Customer Service (CS) Agent, who becomes their main point of contact throughout mobilisation.

Call 1: Site Introduction

During the first call, your CS Agent introduces Freshmarkets at site level and explains how the system works.

This conversation focuses on:

  • Introducing key features
  • Explaining the mobilisation timeline
  • Setting expectations for the next steps
  • Answering any queries or concerns sites may have

It’s also an opportunity to build a relationship, ensuring your team knows exactly who to contact for support.

Understanding Your Operational Setup

Call 2: Deliveries, Suppliers, and Scheduling

The second call focuses on the operational details that ensure everything runs smoothly once ordering begins.

Your CS Agent will confirm:

  • Delivery instructions for each site
  • Allocated suppliers within your supply chain
  • Delivery days and order cut-off times
  • When chefs can begin placing orders

This step ensures your team is fully prepared before go live.

Practical Training for Your Team

Once the operational setup is complete, clients move into training with Alex Hollister-Gilroy, our Freshmarkets and CaterCloud training specialist.

Training sessions are practical and tailored to how teams will use the system day to day.

Key areas covered include:

  • Smart order creation: Quickly build orders using intuitive search and filters
  • Delivery visibility: Easily see which items arrive on which days
  • Order cut-off reminders: To ensure orders are placed in time for delivery

Follow-Up Support After Go-Live

Call 3: First Orders Review

Around one week after go-live, our CS team conducts a follow-up call to review the first deliveries for orders placed through Freshmarkets.

This check-in allows us to:

  • Answer questions from site teams
  • Provide additional tips and guidance
  • Resolve any early issues quickly

This proactive approach ensures issues are addressed early, helping teams build confidence with the platform.

Confident, Independent Platform Use

After the initial follow-up, teams typically move into independent use of the system, with ongoing support available whenever needed.

At this stage, clients are able to:

  • Place orders quickly and confidently
  • Use key platform features efficiently
  • Manage deliveries and supplier visibility in one place
  • Improve operational efficiency across their sites

Why Our Mobilisation Process Works

Our mobilisation approach combines clear structure with personalised support at every stage.

Clients benefit from:

  • A dedicated Customer Service Agent
  • Clear milestone-driven calls throughout mobilisation
  • Practical, feature-focused training
  • Follow-up check-ins after go-live

The result is a mobilisation process that feels straightforward, supportive, and effective, allowing clients to start delivering value from our system from day one.

For more information on EF-group and our industry leading procurement and menu management solutions, please contact Chris Kirton, our Head of Business Development on 07484 521996 or email chriskirton@ef-group.co.uk.