Talk about the cream of the crop — our client is the leading milk company in the country and provides millions of Filipinos with their share of nutrition.

However, in the competitive landscape of the business world, delivering exceptional customer experiences is paramount. This industry leader's manual methods of communication had them and their customers feeling stuck, making streamlined communication channels and efficient resolution processes a greater necessity than ever before. 

The Opportunity 

The company’s annual reporting and tracking for complaint and resolution processes made the approach inefficient, tedious, and agitating, leading to prolonged delays and errors. On average, this client's old system took about a month or more to resolve issues. Data was also decentralized or scattered, making pattern identification and prioritization difficult.

The Action

Leveraging our expertise, we developed a customized CRM (Customer Relationship Management) automation tool specifically tailored to address the client's pain points. The system was designed to cater to the requirements of GICF agents, the client's head office, manufacturing plant, and field representatives, ensuring seamless collaboration.

The power of CRM automation made our esteemed client's complaint management system centralized and structured, allowing for efficiency in case tracking with relevant notes, updates, and unique customer profiles. It also made communication faster and more transparent by providing the customers and our client real-time status updates. 

This tailored CRM also allowed for a predefined step-by-step complaint resolution process backed up with technology to prompt any pending tasks or steps. On top of the more efficient approach, complaint data generated from the CRM tool also led to reports and analytics that can be used to further improve business quality.