Food group freshens complaints handling process

Trying to maintain software that is no longer supported forced blended foods supplier Green's Foods to reassess its helpdesk options.

The company's IT manager Chris Barclay said it was impossible to modify the customer satisfaction software, known as Satisfy, to suit changing business requirements.

As a result, he said the consumer relations team had to manually write out details about each incoming call and record it after customer contact creating delays in resolving issues.

Also once the information was recorded, ongoing accessibility was also a problem, especially if it was escalated to executive management.

"We had access to very standard reports of issues rather than the summaries and graphical representations the business was demanding," Barclay said.

"Coupled with lack of support and the inability to make changes, it was clear the application was no longer capable of supporting our business."

With the broadening of Green's Foods product portfolio, the consumer relations department faced a more demanding and varied range of customer requests, questions and feedback by phone, Web, mail and fax.

The company also wanted analysis capabilities and selected Heat from FrontRange Solutions.

Barclay said Heat supported Crystal Reports and involved very little training.

"We can now analyse calls from a volume perspective, such as the number of complaints we receive per thousand products sold, and compare these results to actual sales for reporting purposes," he said.

"For example, we found customers were having problems with the packet instructions for microwave popcorn. Using an analysis of feedback we changed the instructions to minimise consumer concerns."

The company also provides vouchers as compensation for product issues and are now able to identify repeat callers with a history of complaints. Green's Foods is also taking advantage of automation features generating Web responses.

"We now have a much broader visibility of what is happening with our consumer relations," Barclay said.

ASX listed Green's Foods employs over 500 staff and has six manufacturing facilities across Australia.

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