Case Studies/Success Stories
Nationwide Grocery Chain
Based on a high volume of call center complaints, a leading nationwide grocery chain redesigned their business intelligence program to evaluate queuing time and improve front end performance. After being selected as the sole nationwide vendor, TrendSource worked with the company to benchmark current results and implement a new program to improve performance. The company reported a quarterly 12% increase in profit which the company CEO attributed to customer service improvements such as shortening the time spent in checkout lines.
Electronics Manufacturer
During a promotional period, a Fortune 100 electronics manufacturing company wanted to increase recommendation rates for their printers in electronics super stores. TrendSource worked with the client to develop a rewards program in conjunction with client-provided sales training. Based on the program, recommendation rates for the company’s printers increased 15% in 3 weeks.
National Fast Food Company and International Beverage Company
A nationwide fast food company in cooperation with an international beverage company wanted to support a new product launch and promotional campaign. TrendSource partnered with both companies to implement a nationwide recognition and rewards program that encourages and rewards frontline employees to suggest that new product. Based on the program, the success rate for suggestive selling increased by 30%, positively impacting both revenue and employee retention. In addition there was a 20% increase in fountain sales volume.
National Casual Dining Company
A national casual dining company approached TrendSource to help identify a correlation between store operational performance and profitability. Benchmarking identified that the company’s stores were performing below national standards. TrendSource recommended a program to improve performance and increase suggestive selling. In three months, operational performance scores increased from 73% to 81%, and suggestive selling increased from 23% to 57% of all transactions. During this period the average check size increased by 6.3% over the prior year.
International Fast Food Company
An international fast food company was experiencing a significant quality problem with drive thru window “mispacks” exceeding 20% of orders. TrendSource worked with the client to design an operational compliance program to modify employee behaviors. Based on the results of that program, drive thru windows “mispacks” were reduced to less than 1% orders in less than one year. The company is now experiencing record earnings.