“If it wasn’t for the app, I wouldn’t be able to be talking to you right now.”

— Dennis Poletti, Senior Account Executive, Santa Monica Seafood

At a glance

• Rep: Dennis, Senior Account Executive with 13–14 years at Santa Monica Seafood
  
• Book of business: ~80+ accounts
  
• Adoption: ~90% of his customers now order in the Pepper app (≈ “70‑some” on the app; ~12 holdouts)
  
• Workflow shift: From phone/text and CSR entry to customer‑entered orders, with the rep monitoring and coaching
  
• Result: Less time keying orders, more time selling—especially to the high‑value “20%” of accounts—plus fewer “What’s my price?” calls thanks to in‑app pricing & catalog access
  
  

Life before and after Pepper

Before Pepper, many orders flowed through customer service or via texts and calls to the rep. As Dennis puts it, everyone’s well‑intentioned, but manual entry creates room for error when a busy book includes accounts ordering 4–5 times a week with 8–9 line items per order.

With Pepper, customers place their own orders on mobile or desktop. That single change moved the “onus of entry” to the buyer, while Dennis monitors and advises.

“It’s much easier to monitor orders than enter them. I’m a salesperson, not a data‑entry person. The app lets me move on to the next sale.”

What this unlocks for reps

• Time back to sell. Dennis focuses on the accounts that drive outsized revenue.
  
  •  “You make 80% of your money in 20% of your accounts. Pepper lets me work the 20% and keep everyone else moving smoothly in the app.”
• On‑the‑go work. Dennis runs almost everything from his phone.
  
  •  “I don’t take my computer out of my office. With Pepper, I can be anywhere.”
• Price & product transparency. Chefs can check live pricing and scan the full catalog on their own—no waiting for call‑backs.
  
  • “It cuts down on ‘What’s your price on…?’ calls. The answer is right there in their hand.”
• Cleaner accountability when mistakes happen. Order confirmation emails create a helpful trail.
  
  •  “If someone meant 5 pounds and chose 5 cases, I can point to the confirmation and fix it diplomatically - fast.”

Why chefs buy in

Most chefs already use apps with their broadliners. Pepper meets that expectation for seafood:

• Speed: Self‑serve ordering is faster than texting.
  
• Certainty: Pricing and availability are visible up front.
  
• Discovery: The entire catalog is browseable, which is handy when inspiration strikes.

Even when customers mostly reorder staples, Dennis uses catalog transparency as a selling point: it reassures chefs they’re never missing an option.

Dennis’s playbook for driving 90% adoption

“It’s easy to sell something you believe in.”

• Lead with value on day one. “One reason to work with Santa Monica Seafood is our great app—order as you go; no end‑of‑night scramble.”
  
• Set the order guide up right. A crisp, accurate guide makes the app the path of least resistance.
  
• Make self‑serve the default. Smaller or steady‑state accounts get a clear nudge: “Put it in the app.”
  
• Coach so you don’t need to key. Review confirmations nightly; call out fixes or tips.
  
• Use the phone. Keep Pepper mobile‑first so reps aren’t tethered to a laptop.‍
• Sell the catalog & pricing. “If you can’t reach me, the answer’s in the app.”
  

The result: only about a dozen of Dennis’s ~80+ accounts still insist on texting or calling orders in.

What we’re hearing loud and clear

• Pepper gives time back. Reps spend less time transcribing and more time selling and advising.
  
• Chefs appreciate self‑serve. Transparent pricing and a complete catalog reduce back‑and‑forth.
  
• Mobile wins. When the app works great on a phone, reps aren’t tied to a desk.
  
  

Simple habits compound. A nightly confirmation check makes the whole system hum.