Helping an International Candy Manufacturer Manage Concerns from U.S.-Based Customers
Client Background
The client is an international sweets manufacturer based in the Middle East. Their distributor is a major American retail brand. As part of Service Level Agreements (SLA) requirements, our client needed a quality control hotline to address any customer concerns and quality issues. This is why they partnered with Westpark Communications in early 2024.
Client Challenges
The client started a partnership with Westpark to address the challenges that affected their quality of service and relationships with distributors and customers.
Language Barriers
Our client primarily serves English-speaking customers. However, as an international candy manufacturer, English is not their first language. This led to communication challenges due to language barriers.
SLA Compliance
To continue their relationship with their distributor, the client must meet SLA compliance guidelines. This includes practices such as responding to customer complaints within a 24 to 48-hour window.
Differences in Time Zones
The client’s time zone is different from that of their distributors. This made it difficult for customers to call in complaints during American business hours and challenging to meet the required 48-hour response time.
Custom Solutions Delivered by Westpark
Westpark Communications created tailor-fit solutions for our client’s needs. We considered the challenges our clients were facing and their call volume to give them the necessary help they needed.
Outbound Call Management
Our main priority is to help the client address customer concerns. When they receive a complaint from their buyers, our team is in charge of reaching out to the customer and managing the issue.
Information Collection
When complaints arrive, our team collects the necessary information from the customers. This includes photos of the problem and the lot numbers of the affected batch. This helps assure the customer that steps are being taken to address the issue.
Conflict Resolution
Through our outbound calling service, our team is able to handle customer complaints effectively. Extensive training and previous experience have allowed us to provide the best avenues to mitigate and rectify situations on behalf of our clients. This includes sending the right apologies and gifts to customers.
Shared-Agent Service
Due to the nature of the client, the volume of outbound calls made is low. This is why we offered our services through the shared-agent model. Employees working on this account also handle calls for other low-volume clients, allowing us to maximize our resources.
Results and Impact
With the help of Westpark, our client was able to see a positive impact on their relationship with their customers and distributors. It also helped improve their overall operations.
SLA Compliance
Westpark was able to help our client meet SLA requirements by responding promptly to customer concerns. This also maintains the relationship between the client and their distributor.
“I thank you very much for that. Your prompt attention was appreciated.”
Better Customer Support
Through the help of our outbound calling service, the client is able to address 1-2 customer concerns per week. Since April 2024, we have been able to take on 32 complaints in total. Conflict resolution measures from our team were also positively received by our client’s customers.
“All the interactions I have had have been very professional. And I appreciate you all going the extra mile.”
Through the data collection done by Westpark, our client is able to flag down the batches of their products that may have issues. This has helped them boost their quality control, in turn, improving their operations.
Conclusion
Westpark Communications is equipped to handle accounts of any size. Our extensive experience means we offer the most effective solutions and execute them well. As a partner for our international client, we understand the needs of their customers and implement our services with their needs in mind. Whether it’s SLA compliance or customer concern management, Westpark can seamlessly provide specialized support for sweets manufacturers.
