Case Study

HGS’s Global Partnership Innovation Drives Recall, Brand Specialty Success


Today’s consumer food products companies are facing complex challenges, as they strive to generate cost savings while simultaneously supporting key growth strategies and an ever-higher bar for customer service. In 2010, a Fortune 200 consumer food products manufacturer and marketer was looking in the UK and Europe to meet the pressures of this highly diverse segment. As part of a need to transition from in-house customer care to a growth strategy leaning on outsourcing expertise, this company chose HGS to help support escalating customer service needs. 

HGS has proven to be an unlimited partner, bringing crucial support across 43 brands delivering consumer insight and brand specialty expertise. HGS has continued to gain this client partner’s trust, as evidenced by the company’s granting of services expansion to HGS, into areas such as social media and specialty brand support.

As a customer care provider for one of this company’s many varied brands, the client understood HGS’s potential to deliver real outcomes to differentiate and define brand experience. Ultimately, HGS has partnered with this client to meet customer expectations, support client growth, and achieve efficiencies.

How We Do It

The client has increasingly diverted more customer care inquiry volumes to HGS. Notably, when this partnership started, the client still handled three major organic lines in the US—their specialty brands—which they have now transitioned to HGS. 

HGS has ensured that several team members are trained as “brand specialists,” across several brands. “By focusing on product knowledge and escalation points within the team, we achieve customer delight and a CSAT score that represents our focus on excellence,” said Alison Aldridge, Client Services Director, HGS Europe. The customer care team, and brand specialists, in particular, provide anecdotal feedback to the client that contributes to product development. “Our team members are true brand ambassadors for the client,” Aldridge added. “This has been a real strength—this focus on creating pockets of service excellence.”

Business Result

HGS ramped an additional 50 CSRs in our Peoria and El Paso centers. Two hours after opening, there were more than 600 contacts per a dedicated toll free number that had been created just for this event. Over the next week, HGS employees responded to over 14,000 consumers sharing with empathy sincere apologies, and resolving and recovering consumers who may have purchased these products.

During the month of June, this client announced two additional much smaller recalls that HGS was able to handle. More products/code dates have been added to the recall. We are currently ramping back up to 25 additional CSRs.

Additionally, in July 2016, this client won an award for their handling of a cereal recall. Our client contact specifically praised our ramp within one hour of the event. These recall cross-functional efforts required immediate collaboration among Client Advocacy, Operations, workforce management, and IT resulting in successfully mitigating risk for this client and taking care of thousands of consumers. The client’s team expressed their appreciation for the urgency and expertise in the scale up efforts and professional contact handling.

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