CRM and Contact Center Solutions for Consumer Goods Companies
As a consumer goods company, you rely on repeat purchases and loyal consumers to remain profitable. Yet, your opportunities to glean consumer insights and opinions are few and far between. You must be equipped to make the most of these interactions.
When a consumer reaches out via your contact center or the Web, you're given a chance to make a direct, positive impression. You can reinforce your brand. And by collecting valuable feedback, you can drive repeat purchasing behaviors through improved products, packaging, and marketing programs. Along the way, you can even protect your bottom line by identifying and containing issues that could lead to recalls or lawsuits.
There's one catch. These opportunities all hinge on your ability to deliver high quality service experiences despite ever-changing business needs, and the unyielding pressure to accomplish more with less.
We can help.
In fact, this is our specialty.
We have the trust of leading global CG companies like Unilever, Scotts Miracle-Gro, L'Oreal USA, Kraft, and Nestle. They rely on our contact center solutions to:
- Differentiate through exceptional service experiences
- Increase customer satisfaction, loyalty , repeat purchases, and referrals
- Reduce costs
- Protect their brands and their bottom line
- Gain actionable insight into consumer preferences, needs and wants
- And much more
We can help you accomplish this in numerous ways, including:
With our contact center solutions, representatives at all experience levels are equipped to deliver knowledgeable, attentive and efficient service.
They unify customer data, feedback, and knowledge within a single, powerful and flexible application.
Using our ePowerCenter customer relationship management solution, a service representative can view a consumer's complete interaction history, issues, addresses, loyalty information, and more—whether the interaction was initiated via phone, email or Web form. This ensures that representatives are well-informed and can quickly address new or pending issues.
Within ePowerCenter, representatives can quickly access helpful, contextual information such as scripted answers, graphic images and full multimedia files. This helps them answer questions, resolve issues, and deliver value-added information—all while adhering to policies and procedures.
By streamlining data collection, providing seamless access to internal and external data repositories, and automating letter generation and fulfillment; ePowerCenter enables your representatives to handle more interactions, capture valuable information during these interactions and deliver a superior service experience—every time.
Our RealDialog knowledge management solution removes the biggest obstacle to service excellence by providing your contact center representatives, employees, and consumers with access to consistent, accurate, and timely information about your products, services, policies, and brands.
As a centralized knowledge source for multiple communication channels, it enables your company to rapidly disseminate updates on product issues or recalls to all service representatives and self-service channels.
With our CRM solutions, you'll deliver high quality information more efficiently, reduce costs, and better manage spikes in contact volume when breaking news occurs.
We provide integrated voice response (IVR) for phone-based self-service. Our IVR solution can leverage information in ePowerCenter, customer loyalty databases, and more to personalize the interaction and ensure proper call handling and routing.
Our RealDialog self-service solution enables consumers to interact with your organization on the Web, 24X7. They receive a personalized service experience with an unmatched level of quality.
RealDialog provides instant access to accurate information and answers—not a long list of links or FAQs. This conversational knowledge management and self-service service solution engages consumers in “conversations” to understand their intent and address their needs. It improves issue resolution while deflecting calls (and costs) from the contact center.
Through intelligent suggestion rules, flexible letter and email templates, and powerful fulfillment capabilities, our contact center solutions help to deliver the optimal response and follow-up communication for each consumer and issue. This improves recovery efforts, removes guesswork and dramatically reduces your service representative's workloads.
ePowerCenter enables your organization to define and pre-approve compensation types along with incident letter content for each type of situation. It empowers service representatives to extend goodwill and issue cash and non-cash compensation as appropriate.
When a specific issue arises, the system automatically suggests the appropriate letter and enclosures, customized for the consumer and issue at hand. These capabilities ensure that your follow-up communications are effective, timely, compliant, and consistent to help mitigate risk.
Our contact center solutions can protect your company from fraudulent claims, dramatically improving your profitability. They help manage and monitor customer goodwill programs to determine their success and to protect against excessive loss.
ePowerCenter enables representatives to view a consumer's interaction and issue history in detail. It alerts them when a consumer has repeatedly requested goodwill and/or compensation. It also prompts them on the appropriate action should a consumer be at a pre-established goodwill request threshold.
In addition, ePowerCenter's detailed reports help managers track how much goodwill has been issued, as well as the impact of these activities.
ePowerCenter acts as an early warning system for problems that could lead to product recalls or undesirable publicity.
When incoming complaints match the specific issue alert threshold that has been established by your organization, the system sends notifications to alert key stakeholders—such as those in quality assurance and legal departments. These individuals can then drill down into the details to identify the root cause of issues, make informed decisions, and resolve problems—before they escalate to an uncontrollable level.
Our CRM solutions provide valuable insights from all of your customer service interactions that can help you improve your company’s marketing, sales and product development efforts.
ePowerCenter’s sophisticated reporting capabilities allow real-time customer feedback to be captured, analyzed and quickly distributed across the organization.
Decision makers can identify the root cause of problems, changes in customer preferences, and opportunities where customer needs are not being met—all in real-time. They can also gauge consumer reaction to new products and promotions, quickly identify issues impacting customer loyalty, and identify retailers and manufacturing partners that are not meeting company standards.
Our contact center solutions help you fulfill regulatory agency requirements through capabilities like complete interaction recording, audit trails and more.
They provide a detailed account of all product complaints as they are captured, escalated, and investigated.
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Next steps:
Download our Consumer Goods and CPG Industry Solutions Guide
View the article: The 2009 CRM Service Awards: Service Elite—Bath & Body Works: Spiffing Up the Center
Download our success story: Unilever—Consumer Packaged Goods Giant Leverages Knowledge Management Solution in Support of Over 90 Brands
Download our Solutions Guide: Empower Employees
Download our success story: Scotts Miracle-Gro—Fire Ants Ignite Sales at Scotts Miracle-Gro
