As an exclusive luxury drinks company, recognised the need to bring their consumer service in-house to ensure every interaction reflected their premium brand values.
A Luxury Whisky Company
Streamlining consumer interactions for a Luxury Whisky brand
Service Delivered
Expert: SME
SME
Drinks & Distilling
Result
Streamlining consumer interactions
The challenge
The client’s need
The company approached Avocado55 to help them move away from fragmented support and develop a sophisticated, internal service department. The project required:
Infrastructure Development: Creating a robust knowledge base and email management system.
Specialised Talent: Recruiting and training “Digital Brand Ambassadors” to provide exemplary consumer experiences.
Technical Integration: Unifying telephony, social media, and CRM systems into a single, cohesive workflow.
Our strategic approach
We worked side-by-side with the client to design and deliver an optimum model that supports both immediate needs and ongoing development.
End-to-End Case Management: Design and implementation of a cloud-based case management system.
Unified Communications: Establishing consumer service as the single point of contact for all engagement across every channel.
Strategic Triage: Developing referral processes agreed upon with 10 key business areas to ensure opportunities and issues reach the right experts.
Business-Wide Support: Providing specialised assistance for new releases, private client queries, and Direct-to-Consumer (DTC) integration.
The impact
Our transformation of the Luxury Whisky company's service capability delivered immediate operational improvements and deeper consumer insights.
Resolution Time Slashed: Average query resolution time was reduced from days to just hours.
High-Volume Engagement: Successfully recorded and managed approximately 1,700 consumer interactions.
Standardised Quality: Established over 100 templated consumer responses to ensure consistent brand voice.
Data-Driven Insights: Created consumer insight dashboards fully integrated with client systems for real-time visibility.
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