Case Studies

FMCG Client

Customer Care, Multilingual Customer Support

The challenge

CPM manage a Large FMCG Client Consumer Careline Service across their Drinks portfolio: Contact channels include phone, email and webform.
Markets covered: Belgium, France, Germany, Italy, Luxembourg, Netherlands, Switzerland , Portugal

Our Solution

CPM developed a Shared Service solution using our Multi-lingual Bureau Team at CPM Barcelona.
The customer service focused team are responsible for:

  • Ensuring all inbound contacts are responded to according to agreed timescales based on criticality criteria
  • Adding value to the consumer experience and exceeding expectation
  • Supporting promotional activity
  • Providing nutritional information to consumers
  • Accurately recording information into a bespoke CRM system, Crisis management cover (e.g. product recall)

Results

  • Since September 2015 go-live, the team have exceeded call service levels, achieving 95% of calls answered under 20 seconds. Our target is 80% of calls answered in 30 seconds.
  • Due to a product recall incident in February 2016, CPM successfully briefed and trained the Consumer Care Team to manage crisis management queries in under one hour.

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