Customer care and retailer management with data reporting
A leading confectionary manufacturing company acquired another brand and wanted to unify operations and reporting, approached us as a recommendation from one of their senior staff who has experience of using Parade in another organisation. They wanted to evaluate if Parade would be more cost effective and advanced in service and database unification.
Parade Solution
After scoping the requirements, Parade senior team designed the database and process flow using the Parade inhouse CRM system equipped with pre-built advanced features.
The following requirements were taken care of:
- Multichannel & multilingual customer care incorporating all channels including live call handling and social media monitoring
- Consumer gesture distribution in the form of vouchers, gift cards, product hampers
- Retailer complaint handling, reconciliation and KPI reporting for retailers
- Actionable insights and extensive data reporting for marketing, technical and board members
- Deliver maximum efficiency and controls to enable cost savings against inhouse standing resource
Outcome Of Parade Service
A harmonious consumer experience with enhanced retailer complaint management and unified technical and trend reporting. Accelerated setup and efficient handling resulted in resource and time saving which could be invested in quality and production improvements. Parade option was proven to be cost effective compared to inhouse solution and with advanced improvements.
Soon we were the first port of call by various departments for insight and support. Our team works seamlessly as part of the brand.
It is helpful to note that the brand was so satisfied with our services, they went onto recommending us to another food brand, completing the circle. Majority of food brands join us from recommendations.