CASE STUDY > A multichannel solution for the food industry

The application of multichannel in the food industry

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CLIENT

Multinational food industry

MARKET

Food & Beverage

SERVICES

Inbound Solutions

What were the client's needs

A multinational food and beverage company with global sales in the billions found itself in an emergency after dismembering the internal team that managed the customer care back office. The company urgently needed to ensure immediate business continuity, complete management of the digitized back office, and integration with proprietary CRM systems.

ENG Chart

INGO took action in late 2024 by creating a dedicated multichannel team. The results: zero service interruptions, complete operational autonomy with minimized escalations, and optimized response time, turning a critical issue into a growth opportunity.

The project created ensured business continuity and improved service efficiency. To date, 100 percent of calls are handled by INGO operators independently, with escalation to internal employees only in cases of actual need. 100% dedicated company agents have also been set up to meet customers' demands to the best of their ability.

Find out more about our CX services

INGO, thanks to multichannel and technological innovations, is able to build specific projects for each company, following the process from the initial analysis phase to the implementation of integrated, scalable and modular omnichannel strategies. For over 20 years, Made in Italy at the service of the customer experience.

I casi study