INGO and the use case in the food industry for a multinational company

This case study will explain how INGO was able to cope with the demands of an incumbent customer to create a multichannel customer care service that could safeguard the quality of customer experience and user loyalty.

When a multinational food company suddenly found itself without the team that ran the customer service back office, it faced the problem of compromising brand reputation and consumer satisfaction. This case study tells how INGO was able to take over in a timely manner, ensuring business continuity and turning a critical situation into an opportunity for service growth.

A global food giant with complex organizational challenges

The client is part of one of the largest multinationals in the food industry, with global sales in the billions and a widespread presence on all continents.

With a layered organizational structure coordinating operations in dozens of countries, the company has always placed great emphasis on customer care as a strategic element in maintaining consumer trust and effectively managing communications related to product quality.

The urgent needs of the company

INGO has been working with this company since 2017, initially only for the management of the customer care voice channel for the Italian market. The relationship established over the years, based on reliability and quality of service, has made INGO the natural partner to turn to in an emergency situation.

Why INGO was contacted.

When the Italian team that managed the customer service back office was dismembered for an internal reorganization, the company found itself without the resources needed to handle consumers’ written inquiries, quality sheets, and the entire digital customer care process.

What were the set needs and goals

The company needed:

• Immediate business continuity: ensuring that no consumer requests go unanswered
• Complete back office management: taking charge of all written communications (email, forms, etc.).
• Integration with business systems: use of proprietary CRM for management and tracking of all cases
• Process standardization: creation of clear operating procedures and structured FAQs
• Effective escalation: handling the most complex issues according to company protocols
• Rapid training: acquisition of product- and process-specific skills in a short period of time

The solution implemented by INGO

INGO in late 2024 then began to develop an integrated solution that transformed the service from purely telephonic to multichannel:

Dedicated and specialized team: a team of operators dedicated exclusively to the project has been established, ensuring constant supervision and service specialization.

Full technology integration: INGO operators have been enabled to use the client’s corporate CRM, ensuring full integration in internal processes and reporting.

Independent creation of operating procedures: INGO developed FAQs and management procedures in-house, based on technical documentation provided by the client and experience in BPO.

Multichannel management: the service now covers all contact types.

Continuous improvement process: implementation of a system of periodic Sal (Service Level Agreements) to continuously optimize procedures and service quality.

The results obtained

INGO’s intervention produced immediate and measurable results:

• Guaranteed business continuity: zero interruption in consumer service during the transition and in the following months.
• Complete operational autonomy: INGO handles all types of requests independently, minimizing the need for escalation to the customer.
• Operational efficiency: centralized management has optimized response time and standardized the quality of communications.
• Organizational flexibility: the ability to modulate the team according to operational needs has optimized cost-effectiveness.

Conclusions

This case study demonstrates how an established partnership can turn into a strategic resource at critical times. INGO did not just provide a replacement service, but created added value through:

• Proactivity: ability to intervene quickly without waiting for all processes to be defined
• Autonomy: internal development of skills and operating procedures
• Scalability: flexibility in adapting the service to actual operational needs
• Continuity: ensuring uninterrupted service at a sensitive stage

Customer satisfaction is evidenced not only by the positive feedback received, but also by the request to extend the collaboration to other communication channels. This project is a virtuous example of howstrategic outsourcing can turn a critical organizational issue into an opportunity to improve customer service.