--- title: How Freshpak cut time and customer complaints with digital tools description: How Freshpak streamlined internal audits, reduced issue logging time by 98%, and achieved record-low customer complaints through digital transformation. image: https://blog.foodsconnected.com/hubfs/Blog%20Imagery%20(PI%20AUTOMATED)/Blog%20Headers/freshpak%20header.jpg --- [CAREERS](https://www-dev.foodsconnected.com/careers/) [REGISTER](https://app.foodsconnected.com/Register.aspx) [YOUR ACCOUNT](https://app.foodsconnected.com/idsrv/login?ReturnUrl=%2Fidsrv%2Fconnect%2Fauthorize%3Fredirect_uri%3Dhttps%253A%252F%252Fapp.foodsconnected.com%252FLoginRedirect.aspx%26client_id%3Dcore%26response_type%3Dcode%26scope%3Dcore%2520connected_api%2520offline_access%2520analytics_manager%26code_challenge_method%3DS256%26code_challenge%3Dy6zXsYnI20T4Zzc_s7HmDAt7OlhL2zujgcEkoUtd7sA%26state%3Dwomypx52%26prompt%3D) [![fc-logo](https://blog.foodsconnected.com/hubfs/Support%20site/fc-logo.svg "fc-logo")](http://foodsconnected.com) - [Our Solutions](https://www.foodsconnected.com/solutions/) - [Food Compliance Software](https://www.foodsconnected.com/solutions/compliance-management-software/) - [Safety Audits & Quality Management](https://www.foodsconnected.com/solutions/safety-and-quality-management-software/) - [Food Procurement Management Software](https://www.foodsconnected.com/solutions/procurement-supply-chain/) - [Food Specifications & NPD](https://www.foodsconnected.com/solutions/specifications-and-npd-software/) - [CSR & Supply Chain Sustainability](https://www.foodsconnected.com/solutions/csr-management-software/) - [Food Traceability Software](https://www.foodsconnected.com/solutions/food-traceability-software/) - [Reporting & Analytics](https://www.foodsconnected.com/solutions/food-software-reporting-tool/) - [HACCP Management Software](https://www.foodsconnected.com/solutions/haccp-software/) - [Meat Processing Software Solution](https://www.foodsconnected.com/solutions/meat-processing-software/) - [Our Services](https://www.foodsconnected.com/our-services/) - [Sectors](https://www.foodsconnected.com/sectors/) - [About Us](https://www.foodsconnected.com/about-us/) - [Blog](https://blog.foodsconnected.com/?_gl=1*8p51p6*_gcl_au*NTI1NDc4NjczLjE3MzM3ODU3ODc.*_ga*MjE3OTA1Njg4LjE3MzM3ODU3ODU.*_ga_X4TZRQCH9W*MTczNjk0MTQ5NC45LjEuMTczNjk0MjY3NC41MS4wLjA.) - [Resources](https://www.foodsconnected.com/resources/) - [Support](https://support.foodsconnected.com/support/home?_gl=1*hrp5ae*_gcl_au*NTI1NDc4NjczLjE3MzM3ODU3ODc.*_ga*MjE3OTA1Njg4LjE3MzM3ODU3ODU.*_ga_X4TZRQCH9W*MTczNjk0MTQ5NC45LjEuMTczNjk0MjY4OC4zNy4wLjA.) [Request a Demo](https://www.foodsconnected.com/request-a-demo) ![Case study: how Freshpak future-proofed manufacturing processes through digital transformation](https://blog.foodsconnected.com/hubfs/Blog%20Imagery%20(PI%20AUTOMATED)/Blog%20Headers/freshpak%20header.jpg) [Supply Chain Management](https://blog.foodsconnected.com/tag/supply-chain-management) [Case Study](https://blog.foodsconnected.com/tag/case-study) [Food Safety & Quality](https://blog.foodsconnected.com/tag/food-safety-quality) # Case study: how Freshpak future-proofed manufacturing processes through digital transformation By [Caitlin Arthurs](https://blog.foodsconnected.com/author/caitlin-arthurs) 14/04/2025 [Back](https://blog.foodsconnected.com) Case study: how Freshpak future-proofed manufacturing processes through digital transformation Share [mailto:?subject=Check%20out%20https://blog.foodsconnected.com/case-study-freshpak-future-proof-manufacturing%20&body=Check%20out%20https://blog.foodsconnected.com/case-study-freshpak-future-proof-manufacturing&media=https://4895550.fs1.hubspotusercontent-na1.net/hubfs/4895550/Blog%20Imagery%20%28PI%20AUTOMATED%29/Blog%20Headers/freshpak%20header.jpg](mailto:?subject=Check%20out%20https://blog.foodsconnected.com/case-study-freshpak-future-proof-manufacturing%20&body=Check%20out%20https://blog.foodsconnected.com/case-study-freshpak-future-proof-manufacturing&media=https://4895550.fs1.hubspotusercontent-na1.net/hubfs/4895550/Blog%20Imagery%20%28PI%20AUTOMATED%29/Blog%20Headers/freshpak%20header.jpg) [Back to main blog](https://blog.foodsconnected.com) Share [mailto:?subject=Check%20out%20https://blog.foodsconnected.com/case-study-freshpak-future-proof-manufacturing%20&body=Check%20out%20https://blog.foodsconnected.com/case-study-freshpak-future-proof-manufacturing&media=https://4895550.fs1.hubspotusercontent-na1.net/hubfs/4895550/Blog%20Imagery%20%28PI%20AUTOMATED%29/Blog%20Headers/freshpak%20header.jpg](mailto:?subject=Check%20out%20https://blog.foodsconnected.com/case-study-freshpak-future-proof-manufacturing%20&body=Check%20out%20https://blog.foodsconnected.com/case-study-freshpak-future-proof-manufacturing&media=https://4895550.fs1.hubspotusercontent-na1.net/hubfs/4895550/Blog%20Imagery%20%28PI%20AUTOMATED%29/Blog%20Headers/freshpak%20header.jpg) ## In this case study we explore how Freshpak replaced manual systems with a connected, digital solution - streamlining audits, improving traceability, and creating a more efficient way of working with Foods Connected.  ## About Freshpak  Freshpak is a leading supplier of **chilled foods** to major UK retailers and food service providers. Renowned for its high-quality standards, the business manages complex operations and strict compliance demands across manufacturing.  With increasing pressure to improve traceability, audit readiness, and supplier management, Freshpak recognised that its manual systems - paper trails, spreadsheets, and emails - were no longer fit for purpose.   ## Manual processes are holding back progress  Before adopting a digital solution, Freshpak’s processes were fragmented and time-consuming. Departments operated on paper-based forms and spreadsheets, making it difficult to track issues, monitor compliance actions, or maintain a clear view of operational performance.  Some key challenges included:  - Logging fabrication issues could take up to 20 minutes, delaying resolution.  - Internal audits required hours of preparation, with data scattered across systems.  - Senior management lacked visibility into outstanding actions and non-conformances.  - Teams were spending time on admin rather than proactive improvements.  These inefficiencies created pressure, particularly during audits or investigations where fast access to accurate data was essential. It was clear that Freshpak needed a connected, digital-first approach that would enable real-time insights and faster decision-making.  ## **Flexible, connected, and built for the food industry**  Rather than force their processes to fit into a rigid system, Freshpak found a platform that could adapt to their existing ways of working—and help improve them over time.  Key areas of transformation included:  - **Internal Audits & Compliance Tracking** – All audit activities are now managed digitally, enabling faster reporting, easier follow-up, and better traceability.  - **Supplier Management** – Issues with suppliers can be logged instantly and tracked to resolution. This reduces response times and strengthens risk management.  - **Cross-Departmental Visibility** – Teams across Technical, NPD, H&S and Production now operate within the same system, using shared dashboards and real-time updates.  - **Self-Service Configuration** – Freshpak’s teams can build and update their own forms, workflows and dashboards—without needing to rely on IT.  > *“With Foods Connected, we found a flexible system that could grow with our intent to grow our own business.”*  > – **David Green, Technical Director, Freshpak**  This ability to customise the system internally has helped Freshpak build **greater ownership and accountability** across teams, while also reducing reliance on third-party configuration support.  ## **Faster processes, fewer complaints, and a more empowered team**  The impact of the transformation has been felt across Freshpak’s operation:  ### **Faster, Smarter Workflows**  The time to log fabrication issues has dropped from **20 minutes to under 20 seconds**—a 98% reduction. With a more streamlined workflow, teams can focus on resolving problems rather than chasing paperwork.  ### **Stronger Audit Performance**  Audit preparation is now 40% faster, with relevant data easy to retrieve, cross-reference and present. Freshpak is consistently audit-ready and have reduced their time spent with any pre-audit preparations.  ### **Reduced Customer Complaints**  In 2024, Freshpak achieved its lowest ever level of customer complaints. The improved issue tracking and real-time monitoring helped the business detect and resolve non-conformances before they escalated.  **Greater Team Engagement**  Empowering team leads to build and manage their own processes has increased engagement and accountability. Staff are no longer tied to admin-heavy routines and are encouraged to contribute to continuous improvement.  > *“There is nothing more empowering than seeing improvements you’ve instigated take shape.”*  > – **David Green, Technical Director, Freshpak**   ## **A platform that grows with the business**  Freshpak’s digital transformation isn’t a one-off project—it’s an ongoing evolution. The company continues to expand how it uses Foods Connected’s tools across new departments and processes.  The focus now is on:  - Integrating more departments into the platform for full operational visibility  - Using data insights to drive further efficiency and performance improvements  - Maintaining a culture of ownership and accountability at all levels  By choosing a flexible, food-specific platform, Freshpak has future-proofed its operations and built a foundation for growth. In a highly regulated and fast-moving industry, this level of adaptability is what sets them apart.  If you'd like to discover more about how Freshpak transformed their supplier management, you can get your own copy of [the full case study here.](https://marketing.foodsconnected.com/freshpak-case-study) --- Want to learn how we can help transform your processes? Click below to book a free demo and chat with one of our team [![supply-chain-resilience-blog-demo-cta](https://no-cache.hubspot.com/cta/default/4895550/interactive-187160044143.png)](https://blog.foodsconnected.com/hs/cta/wi/redirect?encryptedPayload=AVxigLJMsEQm%2BPaN87zMjhsWtBXtb7V55ciZcVFWIQBN2td4OuXuQZIMBw6jdBnb5Zt1cXCJcIU6ds71z7HGyRcqgzgwFw3fX0ZXxjXkC9fsoRB2vtVWL0cvL2Zrsb4u7l9IU%2BK13%2F1qTal3CMuiheMhLNSnfN7XPtGEPOpeSHMmRpvaiEj0v%2F8BLWLrSmq0TzDUCdY%3D&webInteractiveContentId=187160044143&portalId=4895550) ![Caitlin Arthurs](https://3067823.fs1.hubspotusercontent-na1.net/hubfs/3067823/author.png) ###### Caitlin Arthurs Caitlin Arthurs is a Marketing Executive at Foods Connected, specialising in content creation, SEO, and digital strategy. She works closely with industry experts to produce insightful articles, case studies, and resources that help food businesses optimise their operations and stay ahead of regulatory changes. When she’s not crafting content, Caitlin enjoys graphic design, travelling, and spending time with her golden retriever, Spencer. 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All rights reserved. - - - - ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "alternativeHeadline" : "How Freshpak replaced manual processes with digital workflows to strengthen compliance, traceability and operational efficiency", "articleSection" : [ "Case Study", "Supply Chain Management", "Food Safety & Quality", "Compliance" ], "author" : { "@type" : "Person", "name" : "Caitlin Arthurs" }, "dateModified" : "2025-04-02T00:00:00+00:00", "datePublished" : "2025-04-02T00:00:00+00:00", "description" : "Discover how Freshpak—the UK’s largest chilled sandwich filler manufacturer—digitised its quality, compliance and operational processes using Foods Connected. Learn how centralised data, automated workflows and improved visibility helped the business reduce risk, save time and build future-ready manufacturing standards.", "headline" : "Case study: how Freshpak is future-proofing manufacturing", "image" : "https://blog.foodsconnected.com/hubfs/Freshpak_Case_Study.jpg", "keywords" : [ "Freshpak case study", "digital manufacturing", "food manufacturing digitisation", "quality management software", "traceability software", "supplier compliance", "food safety systems", "centralised data", "digital workflows", "Foods Connected platform", "future-proof manufacturing" ], "mainEntityOfPage" : { "@id" : "https://blog.foodsconnected.com/case-study-freshpak-future-proof-manufacturing", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.foodsconnected.com/hubfs/Imported%20images/footer-logo-1.svg" }, "name" : "Foods Connected" }, "url" : "https://blog.foodsconnected.com/case-study-freshpak-future-proof-manufacturing" } ``` ```json { "@context" : "https://schema.org", "@type" : "FAQPage", "mainEntity" : [ { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Freshpak is the UK’s largest chilled sandwich filler manufacturer, supplying major retailers and brands. As the business grew, manual paper-based systems and spreadsheets made it difficult to maintain real-time traceability, manage compliance records efficiently and ensure consistent communication across technical, quality and operations teams." }, "name" : "Who are Freshpak and what challenges were they facing?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Freshpak needed to modernise workflows to reduce administrative burden, improve accuracy, eliminate duplicate paperwork and strengthen traceability. Digitisation offered a way to unify dispersed information, streamline processes and ensure that all teams were working from reliable, up-to-date data." }, "name" : "Why did Freshpak choose to digitise its manufacturing and compliance processes?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Foods Connected provided a modular digital platform that centralised Freshpak’s quality, compliance and supplier documentation. The solution enabled automated workflows, easier retrieval of records for audits, consistent data capture and better oversight of supplier performance, production activity and food safety compliance." }, "name" : "How did Foods Connected support Freshpak’s transformation?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Freshpak has reduced time spent on admin tasks, improved audit readiness, minimised human error, and gained clearer visibility of real-time operational data. Centralised digital records have enabled quicker decision-making, faster document retrieval and smoother cross-team collaboration during both internal checks and customer audits." }, "name" : "What measurable improvements has Freshpak seen since going digital?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "A single source of truth ensures that quality and technical teams always work from the most accurate and updated information. This makes it easier to monitor specifications, track corrective actions, manage supplier documentation, verify traceability and demonstrate due diligence during audits or regulatory inspections." }, "name" : "How does centralising data improve food safety and compliance performance?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Freshpak’s experience shows that replacing manual processes with digital tools can reduce risk, improve efficiency and streamline compliance. As customer expectations and regulatory requirements become more demanding, digitisation helps manufacturers stay competitive, maintain high standards and future-proof their operations." }, "name" : "What can other food manufacturers learn from the Freshpak case study?" } ] } ```