From Fenway to In-Full

The challenge

As Grillo’s expanded from a founder-owned business to a fast-growing brand, they encountered several operational challenges that risked slowing down their progress. Manual processes, such as handling orders through Excel spreadsheets and PDFs, left the company vulnerable to errors.

For example, shipping inaccuracies due to line-level data discrepancies and issues with meeting specific shipping requirements for dates and locations caused significant inefficiencies. Retailers across their network posed unique challenges with their numerous distribution centers, where manually keying in shipping details often led to mistakes. These errors resulted in chargebacks, fines, and hits to their scorecard performance, creating friction with trading partners and leaving the sales team frustrated.

Additionally, Grillo’s reconciliation process was labor-intensive and prone to human error. Matching purchase orders, invoices, and co-packer bills required hours of manual work, and any inaccuracies could lead to lost POs and financial discrepancies. The company also faced growing pains as they transitioned from QuickBooks to NetSuite ERP, which was essential for scaling their operations. These challenges underscored the need for a solution that would not only automate processes but also help Grillo’s maintain strong relationships with trading partners, reduce errors, and position the business for future growth.

The solution

To address these challenges, Grillo’s partnered with SPS Commerce to implement Electronic Data Interchange (EDI) solutions and streamline their order-to-cash processes. The collaboration started with automating inbound orders, eliminating manual errors, and improving data accuracy across their operations. SPS Commerce provided a robust framework to transition Grillo’s from manual methods to an efficient system where 95–96% of inbound orders were processed seamlessly through EDI. This significantly reduced the risk of errors and allowed the company to focus on customer relationships rather than troubleshooting operational issues.

In late 2024, Grillo’s migrated to NetSuite ERP with SPS Commerce’s support, ensuring full functionality and scalability for their expanding business. The migration allowed Grillo’s to integrate their sell-side and buy-side operations, something that few companies fully leverage, helping them to automate their outbound POs to their co-manufacturer, reducing human error and providing peace of mind. SPS Commerce’s proactive approach also helped Grillo’s future-proof their solutions and leverage automation to efficiently meet FSMA (Food Safety Modernization Act) requirements.

“NetSuite came along, and then that helped automate the process even more, because the capabilities SPS has with NetSuite are above and beyond what I could even imagine… so that really leveled us up again.”
— Mike O’Halloran, Controller, Grillo’s Pickles

Mike (Mo) O’Halloran, Controller for Grillo’s, described SPS Commerce as more than a vendor, calling them a thought partner. This partnership enabled Grillo’s to approach SPS experts with ideas and collaborate on solutions tailored to their evolving needs. Whether it was improving reconciliation processes, implementing ASN projects, or preparing for FSMA compliance, SPS offered insights and expertise that went beyond transactional support.

The results

Since partnering with SPS Commerce, Grillo’s has seen transformational results across their operations. By automating manual processes and streamlining workflows, the company saved 40–60 hours per week in customer-facing work. Tasks like reconciling purchase orders, invoices, and bills, which used to take half a day, now require only 20–30 minutes with the 3-way match that SPS could provide between their POs, the goods receipt notes, and invoices. This efficiency not only frees up time for the operations team but also ensures accuracy in invoicing and reconciliation, giving Mo confidence in their financial processes.

Order processing has also experienced dramatic improvements. Before SPS, Grillo’s handled around 80 orders per week, relying on outdated manual methods that became increasingly unsustainable as their business grew. Today, Grillo’s processes between 400–600 orders weekly during peak seasons, scaling their operations fivefold without compromising accuracy or customer satisfaction. The automation provided by SPS Commerce has allowed Grillo’s to avoid hiring additional customer service personnel, instead relying on technology to handle increased demand.

The strategic partnership with SPS Commerce has also strengthened Grillo’s relationships with trading partners. By eliminating errors and improving operational efficiencies, Grillo’s reduced chargebacks, fines, and scorecard hits, earning trust and goodwill from customers. This improved relationship management has been critical for Grillo’s growth, helping them expand their trading partner network from 10 to over 46.

With SPS Commerce’s solutions in place, Grillo’s is now well-positioned to tackle future challenges and opportunities. Grillo’s success story demonstrates how SPS Commerce’s expertise and partnership model can transform businesses, enabling them to scale efficiently, maintain strong trading relationships, and achieve long-term growth.