Headquartered in Broomfield, Colorado, Famous Brands International owns and manages two category-defining brands: Mrs. Fields and TCBY (The Country's Best Yogurt). The company markets and distributes its products such as cookies, frozen yogurt, brownies, chocolates, and popcorn, through its franchising, gifting, and licensing business segments.
The customer service team at Famous Brands International was struggling to manage customer and franchisee contacts. Using a complex system of spreadsheets and filing, data collection was cumbersome and time-consuming. It took agents' focus away from the true goal: delivering world-class service.
In 2005, the Famous Brands team selected Emplifi's case management CRM to manage customer contacts more efficiently based on an internal recommendation. Since then, the teams at Famous Brands and Emplifi have worked closely to drive continued value from the solution and adjust as the business has evolved.
Robust, configurable case management
Instead of using multiple spreadsheets to track and manage customer and franchisee data, Famous Brands now uses a single system for all case management tasks, including:
Storing key customer and franchisee information
Tracking and resolving incoming complaints, questions, suggestions, and compliments
Generating e-mail and letter templates to respond to customers and franchisees
Keeping track of gift cards issued from the customer service team
Running reports that are distributed across the organization to help make decisions and address any ongoing issues
Storing details about franchise stores (franchise owners, addresses, phone numbers, e-mail addresses, POS systems, etc.) to identify customers who may be goodwill abusers
Using the tool that best fits the job increased efficiency for Famous Brands. The overall functionality of the system ensures they can manage customer and franchisee relationships in one interface. It's easy for business users to configure so the Famous Brands team can be more self-reliant.
"Emplifi's platform is very useful for our business, as it allows us to customize it specifically for our needs," said Robert Schicker, Retail Customer Service/Navigator at Famous Brands. "It enables us to add or remove fields easily, create automatic notifications, generate reports at any given time – all without needing to rely on Emplifi or our IT Department to do it for us."
Efficiency and scalability for future growth
Using Emplifi's CRM, Famous Brands can resolve customer and franchisee cases more efficiently, reducing the amount of time and resources needed by 75%.
The company understands the importance of increased customer engagement related to its goal of driving steady growth in the business – opening new stores, growing revenue, and innovating new products. With a platform to manage customer and franchisee relationships efficiently and configuration options that put them in the driver's seat, the Famous Brands team has the tools they need to handle future growth and success.
Famous Brands managed customer cases with more efficient tools by implementing Emplifi's case management CRM. With its customizable capabilities, Famous Brands found a solution to fit their specific case management needs best.
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