Case Study

Leading breakfast cereal manufacturer uses Valassis service to empower their consumer care team to work more effectively from wherever they choose.

When the team were forced to work remotely this cereal manufacturer came to Valassis for the solution to keep their team working.
<1 minute
Time taken to issue apology voucher
Categories
  • Food and Beverage
Challenge
The client team had been mailing paper vouchers to customers from stock held in the office. When COVID-19 changed working patterns the team needed to be able to reply to consumers in a timely way, wherever they were.
Strategy
To enable the team to continue working regardless of location we recommended that the client swap to using our digital complaint resolution system that approved team members can access from a laptop.
Solution
We rolled out our complaint resolution tool to the team at the start of 2021. The team can now issue compensation vouchers to customers instantly, via email print links. The consumer receives electronic coupons which they can then print at home and use in the store of their choice. The client knows when the consumer has printed the voucher and each has a unique code which is captured when redeemed, giving the client complete usage data.
Result
Our client is delighted with the new service – beyond answering the brief to enable the team to work remotely the service allows the team to react to consumers faster and to get performance data to monitor engagement. They can now compensate the consumer in under a minute, improving customer recovery and satisfaction.