Meet the Choco customer success team : how our onboarding and customer support works for customers

A Partnership-First Approach to Customer Success

At Choco, the relationship begins the moment a contract is signed. Unlike traditional providers who simply hand over a system, we work side-by-side with our partners to ensure they succeed with it.

Each distributor is assigned a dedicated Customer Success Manager—for many partners in the UK, that's me. This one-to-one approach ensures we provide solutions tailored to your operations, workflows, and goals, not just generic features.

Seamless Setup: Data Upload and ERP Integration

Dedicated Customer Success Manager from Day One

From the first day of onboarding, I collaborate directly with your IT or ERP team. We lead the data upload process formatting everything to ensure accuracy. By managing this ourselves, we take a major burden off your team.

Cleaning & Pre-Training the Choco Platform

A key differentiator? Our pre-training process. Before your team ever logs in, we’ve configured your Choco environment to be accurate based on customer data and preferences. That means less manual work, faster adoption, and fewer errors on day one. While we don’t claim perfect accuracy from day one (and anyone who does wouldn’t be being honest) we pride ourselves on doing a huge amount of the AI training setup so that we can start the process as smoothly as possible. 

Go-Live and On-Site Training: Setting Teams Up for Success

Comprehensive User Training and Shadowing

When it’s time to go live, I’m there on-site. I lead team-wide training sessions and even shadow individual users, ensuring everyone—from sales to customer service—feels confident using the platform.

Joint Testing and Feedback Loops

Go-live is collaborative. Prior to go-live, we run tests to verify everything works, from order processing to system integration. Throughout the project, we maintain transparent communication so you always know what’s happening—and why.

Beyond Launch: Flexible, Human-Led Support

Ongoing Check-Ins and Support Tracking

Post-launch, support doesn’t drop off. I schedule weekly check-ins, which can shift to bi-weekly, monthly, or quarterly based on your team’s confidence. 

Availability and Responsiveness that Sets Us Apart

Our partners regularly tell me how different our support feels. We don’t outsource to call centers or charge extra for custom requests. Instead, every partner has:

• A direct line to their CSM
• Access to live support from 8:00 a.m. to 11:00 p.m. UK time
• Escalation paths for urgent issues—yes, even outside hours

Empowering Distributors Through Tailored AI and Tech

Order Agent: Pre-Trained for Your Business

Our Order Agent AI isn’t just accurate—it’s pre-trained to recognise your product catalogue, customer behaviors, and preferred formats. Unlike providers who drop a blank system in your lap, we set you up for immediate success.

Digitising the Catalogue for E-Commerce Readiness

Digitising your catalogue isn’t just about streamlining orders—it lays the foundation for future e-commerce solutions, automation, and analytics. We guide you through this process so you can unlock long-term digital growth.

Supporting Trade Shows and Events

Our support extends beyond the back office. Whether you’re onboarding customers at a trade show or launching a new feature internally, we’re there—on-site if needed—to ensure success at every level.

Why Choco Is the Right Tech Partner for Distributors

Distributors are busy, complex operations. You need a tech partner that respects your existing processes, supports your team, and delivers tools that are accurate, reliable, and easy to use. At Choco, our AI platform is built to adapt to you, not the other way around.

We believe in partnerships, not just platforms. And that belief shows up every day in how we onboard, support, and grow with the food and drink distributors who trust us.