Case Study
Restaurant Industry
How we boosted CX for a food retailer resulting in their biggest sales season on record
CLIENT OVERVIEW
This world-renowned food retailer was founded in Detroit, Michigan, and quickly became considered the world’s best ham. Over the years, they have branched out from hams to turkeys and other pre-cooked entrees, side dishes, and more. They have 400 stores nationwide and sell directly to customers via their website and phone calls.
CHALLENGE
Due to unprecedented growth, our client outgrew its in-house call center and quickly found that it needed additional help entering its busy season. Due to an outstanding reputation garnered over decades of experience, the client wanted to ensure that anyone they partnered with would uphold that tradition and mirror their culture.
SOLUTIONS
ROI CX Solutions offered to train a small team of agile and dedicated agents to help handle the increased call flow that our client was experiencing. This small team would also provide the nucleus of a year-round, scalable team that could meet drastic seasonality changes with a short lead time.
RESULTS
In the 2020 season, the biggest challenge facing the client (and the world) was due to the COVID-19 pandemic. Even with that, ROI CX Solutions was able to help lead the way in providing the biggest holiday on record. In fact, sales were up from $12 million the previous year, against a forecasted $15 million, to a total direct-to-consumer sales of $17 million. Since then, ROI has continued leading the way in sales and customer service for our client.
ADDITIONAL BUSINESS AWARDED
In the 2022 season, the client asked ROI to assist with HOST, handling store order reservations for over 93 stores. This new service line took online orders from customers who wanted to pick them up in stores. Additionally, we were responsible for making changes to orders that were already paid for pick up, for example, dates and times.
