Adding Value Through the Voice of the Consumer

Telerx helped a leading global foodservice retailer, launch its first ever national toll-free number and Operations Resource Center in support of 30,000 locations. The retailer was driven by a desire to enforce quality standards that would be upheld franchise-wide. This initiative contained two key components: a toll-free numberoffering consumers the opportunity to provide feedback which would allow the retailer to improve service, and an Operations Resource Center that enabled franchises and managers to obtain internal support for all franchise- related issues and operating procedures.

The retailer’s corporate offices wanted to impose a high level of quality and service standards across its franchises. Providing a venue for the consumers to voice their concerns would allow the retailer to capture important information critical to the success of these new initiatives.

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