|
 FreshDirect
is a North America based fresh-food manufacturing and delivery service.
In an unexpected chain of events the company experienced a power
outage that rendered it unable to fulfil next-day orders for 3,200
customers. However, FreshDirect was able to reduce the scale of
the problem by using EnvoyWorldWide's enterprise notification service
to automatically send a personalised phone message to its customers,
notifying them that their deliveries would be cancelled, but that
they could reschedule them for the following day.
"What sets FreshDirect apart is its commitment to customers,"
said Staci Warden, senior vice president at FreshDirect. "Even
when we have an unplanned service interruption, it is important
that we take a proactive role in informing our customers. Ultimately,
our approach generated goodwill with our customers and really helped
us manage inbound calls the next day, which saved us enormous amount
of time."
www.envoyworldwide.com
•Date:
28th April 2004 •Region: N.America •Type:
Article •Topic: Crisis
communications
Rate this article or
make a comment - click
here
|
