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Fast Moving Consumer Goods (FMCG)

Mother and child buying for Fast-moving consumer goods or FMCG in the supermarket

Expertise

  • Call Answering Service
  • Outbound Calls
  • Inbound Calls
  • Support Line
  • Scalability

Our experience in the FMCG sector

The Fast Moving Consumer Goods (FMCG) Sector is an active and dynamic industry. Since our establishment in 2001, we are working with major and small business in this sector supporting their customers’ information requirements through dedicated customer helplines and store support services. Our contact center and market research capabilities strongly support our clients’ requirements in this fast-paced environment.

Our Client in the FMCG Sector

Our client is one of Ireland’s leading grocery retail and wholesaler. Our multi-skilled agents provide inbound call management, email handling, live chat, SMS text message and Social Media Customer Support to meet our clients’ requirements. Our client has a portfolio of many brands and over 20,000 different products. In turn, there are unique requirements for each brand across different platforms and customer support channels.

Our contact center services for this client

Arema Connect support this client through a multi-channel customer service combined with Market Research exercises. We provide a range of services including inbound and outbound activities. It involves the management of high-volume of inbound calls, emails and live chat interactions combined with the monitoring of their social media platforms (Facebook, Twitter, Youtube and Instagram). Additionally, outbound activities are performed to collaborate with multiple stores login orders and activating product recall procedures as required. Arema Connect provides them with a dedicated team of agents supported by an overflow team available 24 by 7. We provide the client with:

Product Recall & Quality Control
Product recalls are activated by our clients’ food safety & quality co-coordinator. An email with product information and sores to contact is sent to their dedicated Key Account Manager. Then the product recall protocol is activated including text message, email to store, and outbound phone call.
Brand Monitoring
Using social media platforms, our team monitors our client’s social presence and addresses any potential customer enquiry. Negative feedback is escalated from the social media team to the quality control account manager to evaluate any potential quality breach. Positive interactions are amplified by liking and sharing information posted.
General Inquiries
Our contact center agents provide support for general queries including:

  • Information about products, services, stores
  • Loyalty Scheme Programs 
  • Offers in Store
  • Online Shopping Enquiries
Customer Support
The Clients customers are assisted with general account problems, navigation issues and account and payment resolution, password reset.

Case Study results

Arema Connect has been supporting this client since 2013. Initially, we provided product recall support; however, the number of services provided had increased over the years. Now, it includes inbound call management, business email handling, social media monitoring and product helpline. In the last year, we answered over 10500 emails, 2461 inbound calls, performed 37 product recalls and over 3800 hours of social media monitoring.

Number of emails

Inbound Calls

Areas of interest:

Market Research

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