Digitally transforming emergency parts logistics for a 24/7 national workforce
Client
Fridge Spares Wholesale Ltd (FSW)
Fridge Spares Wholesale Ltd (FSW) is a national refrigeration and air-conditioning parts distributor serving both trade and retail customers across the UK.
A core part of its proposition is Just One Call (JOC), an emergency parts-supply and logistics service supporting refrigeration engineers operating on critical, round-the-clock call-out contracts. These engineers service major supermarket chains, convenience retailers, and facilities-management providers where system downtime has immediate commercial impact.
As order volumes increased and customer expectations evolved, FSW recognised that sustaining this service required more than incremental improvement. It required a fundamental shift from manual, people-dependent processes to a scalable, digitally enabled operating model.
This app played a crucial role in securing and continuing our customer’s business, and William delivered exactly what we needed — a superb product, built quickly and precisely to specification.
Mark Davies
Logistics Director
Project brief
While JOC had proven its value as a rapid-response service, the systems supporting it had not evolved at the same pace as the business.
Ordering was heavily reliant on telephone calls, spreadsheets, and manual stock checks carried out by head-office staff. Engineers frequently needed to call to confirm availability, orders were re-keyed into internal systems, and delivery updates were fragmented across emails and SMS messages.
This approach created friction at every stage of the journey. It slowed response times, increased administrative effort, limited visibility and auditability, and made scaling the service increasingly difficult. Crucially, it tied operational resilience to individual knowledge rather than repeatable, reliable systems.
FSW needed a digital platform that could support growth, improve resilience, and enable engineers to work efficiently in high-pressure environments, often with limited connectivity.
Key objectives
Replace phone- and spreadsheet-based ordering with a single digital platform.
Enable engineers to place orders quickly from any device, in any location.
Automate order processing within pre-approved value thresholds.
Introduce structured approval workflows for higher-value orders.
Provide real-time visibility of stock, pricing, and delivery options.
Create a full audit trail of orders, approvals, and deliveries.
Approach
We approached the project as a digital transformation initiative rather than a simple system build.
Through a series of structured online discovery workshops, we worked with the FSW team to map their end-to-end operational workflows in detail. This included ordering, approvals, compliance, user management, training, and reporting. Each process was documented, validated, and formally signed off before development began, creating a shared understanding of what “good” looked like.
The solution was delivered using an agile methodology, focused on producing real, potentially shippable software at the end of each iteration. Regular demonstrations allowed stakeholders to see progress early, validate assumptions, and make informed decisions about prioritisation as the platform evolved.
Interactive wireframes and designs were produced for desktop, tablet, and mobile, ensuring the system was intuitive for engineers working under time pressure and in challenging environments.
Technologies
The new FSW WebApp was developed using tried and tested open-source technologies:
The platform was designed specifically for engineers working under pressure, prioritising clarity, speed, and ease of use over generic eCommerce patterns.
User-centred design
Design decisions were driven by real engineer workflows and internal operational needs, ensuring the system worked equally well for field users and FSW administrators.
Mobile-first and responsive
The application is fully responsive and optimised for mobile use, supporting engineers working from phones and tablets in plant rooms and on-site locations.
Accessibility and usability
Clear layouts, consistent interaction patterns, and readable interfaces ensure the platform is usable in challenging physical environments.
Digitally enabled ordering & workflows
Self-service ordering for engineers
Engineers can place orders directly through the platform without relying on phone calls or manual stock checks.
Automated approval thresholds
Each engineer is assigned a pre-approved order value. Orders within this limit are processed automatically, while higher-value orders are routed for manager approval.
Full audit trail
Every order records who placed it, when it was approved, and where it was delivered, providing transparency and accountability.
Reduced administrative overhead
Manual order entry and follow-up communication have been replaced with structured digital workflows.
Adoption, usability, and change management
Strategic alignment
The decision to deliver the solution as a web application significantly reduced adoption friction. Engineers simply accessed the platform via a secure URL and saved it to their home screen, avoiding app-store downloads, device management issues, or formal training sessions.
Adoption
The intuitive user experience allowed engineers to search for parts by category, product name or code, and even submit images for off-catalogue items. As a result, the platform required no formal training and was adopted quickly across the field workforce.
90% of engineers transitioned to the new platform within 60 days, reducing call volumes by 75%.
Results
We designed and built a bespoke, mobile-first web application that replaced the phone-based ordering process with a fully digital workflow.
Engineers can now place orders directly from their devices, with each user assigned a pre-approved order value. Orders within this limit are processed automatically, while higher-value orders are routed to managers for approval. This balances speed with control, removing unnecessary delays without compromising governance.
Every transaction is fully auditable, providing clear visibility of who ordered what, when it was approved, and where it was delivered. This shift from informal, manual processes to structured digital workflows has significantly reduced operational risk and administrative overhead.
The platform now processes over 450,000 orders per year, transforming how JOC operates at scale and freeing internal teams to focus on higher-value activities.
450K
Orders per year
60
Adoption in days
75%
Call reduction
Real-time system integration
Live ERP integration
The platform integrates directly with FSW’s OGL ERP system, providing real-time visibility of stock availability, pricing, and delivery options.
Accurate decision-making
Engineers always see up-to-date information, reducing errors and unnecessary delays.
Single source of truth
The web application acts as the central interface while the ERP remains the system of record.
The FSW WebApp represents a step-change in how Just One Call operates.
By replacing people-dependent, manual processes with a robust digital platform, FSW has created a scalable foundation that supports growth, improves resilience, and strengthens customer relationships. Engineers are empowered to work faster and more independently, while the business benefits from greater visibility, control, and confidence in its operations.
