Client service: What to look for from a GPO (Group Purchasing Organization)

Business operators in lodging, restaurants, senior living, healthcare and other hospitality-driven industries expect savings from their GPO — it’s table stakes. 

But a GPO that goes above and beyond — think driving operational efficiencies and increasing profits — is not as common. For added value client services, Entegra is often the GPO of choice for hundreds of satisfied businesses: See Entegra client success stories first-hand here. 

Driving winning GPO client conversations 

From the overarching “What should I buy?” to the more granular “How do we make our menus more profitable and crave-worthy?”, the Entegra client service team's mission is to provide tactical solutions that not only help save money (especially during uncertain times), but also protect margins and solidify winning customer experiences. 

We sat down with two key Entegra client relations executives, Isabel Sanchez and Pauline Poirier, to discuss Entegra's structured framework and practical, yet highly strategic approach to client relations and account management. 

How are client relationships managed at Entegra? 

Isabel: We take a very strategic approach to client relations and account management. Our clients have ever-changing expectations, so our goal is to understand them and focus on their priorities by providing consistent, relevant value. Our dedicated client services team partners with clients at every step of the journey. Ultimately, we want to help them grow their business. 

What happens, specifically, once a company has decided to work with Entegra as its GPO? 

Pauline: The transition from prospect to client is a big focus for us. We come together as a team to look at the client’s expectations at 30 days, 90 days and one year. We also look at Entegra’s expectations and check alignment. This approach applies to any new client relationship. Creating a shared understanding helps us build a roadmap right from the start, ensuring we’re all moving in the same direction and setting the foundation for long-term success. 

What is the best way for Entegra to align with its clients’ expectations? 

Pauline: It’s through constant communication, but it starts with understanding their goals. That is why we gather those expectations at the beginning of a new relationship. Then, we keep the clients updated on the progress of these expectations through Quarterly Business Reviews (QBRs), which are integral. Because expectations change over time and client needs evolve, we meet again after our first year to set new mutually beneficial goals and expectations. 

Another process that helps us ensure we stay aligned with the clients is conducting one-on-one client interviews to determine how well Entegra is meeting their expectations. 

Can you provide an example of client expectations? 

Isabel: A common expectation we’re seeing right now is the need for actionable, timely data. Our clients want insights they can trust and use quickly to make informed decisions—whether it’s identifying cost-saving opportunities, optimizing purchasing behavior, or spotting trends. It’s not just about having data; it’s about having the right data delivered in a way that supports strategic decision-making. 

Beyond classic GPO cost savings, what solutions do clients look for from Entegra? 

Pauline: We’re seeing more and more clients tap into Entegra Culinary Services and taking advantage of the Entegra Local and Direct Savings Program for products not typically available through broadline distribution and more frequent deliveries, local sourcing and access to specialty products. Another area of interest we have been hearing from clients is how Entegra can support their Corporate Social Responsibility initiatives. 

Cost savings, innovation, and strategic support from a GPO 

Ultimately, business operators want consistent tracking, measuring, and an understanding of a GPO's overarching impact. With its regular reviews that highlight wins and provide course-correction tactics if needed, Entegra delivers what hospitality-driven operators want and need to stay ahead. 

Hear from Entegra clients first-hand and check out the Ballard Brands partnership with PJ’s Coffee for a great example of Entegra’s customer service at work! 

Read more: The perfect complement to Entegra’s in-person support: Read about our one-stop digital GPO client platform.