Oscar Pet Foods is increasing sales and
customer loyalty with a new inbound/outbound contact center management
system from Amcat. The technology will enable the direct sales company
that specialises in home delivered pet foods, to develop new sales leads for
its 80 franchises, improve order response handling and build on-going brand
loyalty with its 45,000 customers.
Customer Management Center Manager at Oscar Pet Foods, Tim Klapproth
commented, Today, our customers expect proactive service. Our new Amcat
contact management system allows us to manage our customer base
precisely. The database capabilities of the Amcat system are extensive.
Through the on-screen agent applications, we can easily see what was
ordered previously and can suggest new products. The database also allows
us to segment our customers by geography, product or other criteria. Our
previous technology was limited and only allowed us to either dial out or take
incoming calls, but not both. This resulted in us providing a service to our
inbound customers that we were not happy with, and increased workload for
our other departments. Also, because the system was hosted off-site it was
prone to downtime so we decided that an in-house system would be more
reliable and more cost-effective as the business grew.
Oscars is taking advantage of Amcats call blending functionality, allowing
agent to handle both inbound and outbound projects at the same time. When
an inbound call comes in, Oscars can always answer calls within 10 seconds.
When inbound calls are in a slack period, these same agents can work on
proactive customer care contact campaigns to secure new orders. This helps
optimise customer development for its franchises.
Klapproth comments, Right from the start, I was very impressed by the
response I received from Amcat. Their attitude was very positive, and the
Amcat Contact Centre Suite product demonstrated an extensive range of
inbound & outbound features. Another key factor was that our IT resources
are restricted, therefore the system needed to be very reliable and easy to
operate. Amcat met both of these requirements.
The first campaign that the Amcat system will run is called Relay. Oscar Pet
Foods divides the day into calling existing customers for new orders and
calling new customers to introduce the company and its products. This
process is critical to building strong relationships between regional customers
and their local franchise partners. The Amcat system enables Oscar to build
campaigns that target postcode specific areas, so in turn they can pass on
leads to franchisees in a range of different locations.
According to Klapporth, the Relay campaign is the first step. Oscars is
planning to double the size of their contact centre in the near future and
introduce new campaigns such as, win back, designed to regain customers
who have moved onto other competing brands.
Klapporth sums up the new opportunities the Amcat solution provides, The
implementation of the Amcat system has opened up a number of future
possibilities for our business. Apart from the ability to introduce new
campaigns quickly and effectively, it will allow us to attain and build on our
high customer retention rates, introduce web-based marketing programmes
and expand the business further.