About the Client
Our client’s brand was founded in 1989 in Alabama. Since then, they grew to over 340 locations in the Southeast and Texas. The ever growing brand even caught the attention of external investors like Altamont Capital Partners in 2012 which helped them drive their growth further. Keeping true to their business motto “Here to Serve” our client kept their unwavering focus on serving the community which helped them achieve a base of loyal customers throughout the United States of America.
But as always with every growth story comes their own share of challenges and this was where our paths crossed.
Challenges our client faced
- Drop in quality of customer service which was always the mainstay of our client’s business.
- Opacity in visibility of customer tickets & order status
- Improper setup for customer escalations which led to queuing up of orders & customer inquiries
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