Case Study

Household cleaning manufacturer relies on Valassis to enable effective complaints resolution across 19 markets

A global, multi-brand manufacturer challenged Valassis to provide a solution that their care agents can use to recover dissatisfied shoppers wherever they live.
19
Markets using Valassis' complaint resolution solution
2,111
Claims processed to date
Categories
  • Cleaning Products
Challenge
This global manufacturer wanted a low friction recovery process for dissatisfied consumers that could be utilised for their portfolio of brands consistently across markets, languages and currencies.
Strategy
Coupons and vouchers are not universally accepted and can create a liability for brands when they remain unclaimed, so we extended our customer care tool to enable cash reimbursement. This empowers agents to vary the value of recompense to reflect severity of the complaint, set a time window for the compensation to be claimed and assign the cost to the brand or product where the complaint originated.
Solution
The customer receives a secure, unique link from the agent with the complaint and reward detail pre-defined. The consumer securely submits details for payment which is processed by Valassis. The client has an accurate record of claims, payment and outstanding liabilities.
Result
Following a proof of concept the manufacturer has rolled out the solution to 19 countries and 7 currencies.