GLOBAL DOG FOOD MANUFACTURER
Client Overview
Our client, a renowned provider of specialised pet nutrition products, is committed to scientific research and innovation to enhance pets’ health. They offer tailored nutrition solutions for cats and dogs, collaborating with experts to address specific needs. With a focus on quality ingredients, they’ve earned global trust.
Established in 1968, our client, an industry leader, deeply understands pets’ unique health needs. Every nutritional detail matters in their dedication to pets’ well-being. Partnering with Boomerang since June 2021 signifies a commitment to efficiency and superior customer service, marking a pivotal step in their journey toward excellence.
Strategy
The client’s strategy involves collaborating with Boomerang to achieve cost efficiency and leverage technology for streamlined operations. They recognized that managing telesales was not their core expertise and sought a partner to handle it efficiently. Boomerang’s role includes managing customer service and sales, integrating technology to optimize processes.
Challenges
Client challenge was finding a cost-effective solution for managing telesales, which wasn’t a core business focus. Client also required a more efficient order-taking process to streamline operations, introduction of better control mechanisms, a CRM system and automation of routine tasks.
Outcomes
An automation solution to streamline the order-taking process was put in place. Initially reliant on phone calls or emails, this process was cumbersome for customers. The automation system developed with Boomerang has eliminated manual order entry, significantly enhancing efficiency.
Key performance indicators have consistently improved, and there has been a noticeable reduction in negative feedback from customers through enhanced customer satisfaction and operational efficiency.
The Result
The partnership with Boomerang has yielded significant benefits. Their expertise in the contact centre industry has proven invaluable, resulting in continuous improvement.
General manager of the client applauds Boomerang’s clear framework and willingness to collaborate. He highlights Boomerang’s approachability and their dedication to finding solutions, emphasising the essence of true partnership.
In summary, “our partnership with Boomerang has not only streamlined our operations but also provided a blueprint for effective collaboration, setting a standard for future endeavours within the larger corporate landscape.”