The Customer Care Team at Bimbo Bakeries USA handles the Contact Center and Social Care for national and regional brands such as Entenmann's, Thomas', Sara Lee Bread, Boboli, Arnold, Brownberry, Oroweat, Little Bites, Beefsteak, Stroehmann and Freihofer's, just to name a few.
The iniative for Customer Care at Bimbo Bakeries USA was going above and beyond for our consumers. To have a consumer-centered, best in class approach by responding promptly and efficiently to our consumers.
1. Developed a strong relationship between Consumer Relations, Social Care, Marketing and Agencies by establishing monthly calls, daily emails and in-person meetings.
2. Integrated to a cloud-based call center ACD with a company identified by Forrester Research as a leader in the industry, thus enabling us to operate more efficiently and increase the quality of our consumer interactions.
3. Team members completed Social Media/Customer Service training through a local University.
4. Orchestrated conference calls with the Sales Teams and Quality Teams as well as provide detailed reporting to ensure we are effectively and efficiently reaching both our customers and our consumers by making the deepest connection possible with key stake holders.
5. Worked efficiently & cohesively together through a product recall.
6. Provided service 24 hours a day, 7 days a week, and 365 days out of the year, while living out our company’s beliefs: We value the person, We are a community, We compete and win, We acted with integrity, We get results, We were sharp operators and We transcend and endure.
7. Worked together to come up with value added activities and team building activities during customer service week.
8. Personalized mails to exceed our consumer’s expectations.
9. Created a compliment box where the team can write notes of thank you and encouragement to other team members.
10. Exceeded global contact center metrics
The Contact Center operates from 8am to 8pm Monday through Friday Eastern Time and is available on-call 24 hours a day, 365 days a year if needed.
The Social Care Team operates 8am to 8pm Eastern Time every day, including weekends & holidays - 365 days a year.
We maintained these high standards and align with the Mission, Vision and Values of our company.
Our Social Care team creatively engages with fans/monitors 70+ social media sites, each of which has its own unique voice.
Our response times from 2019 show that Social Care is at the forefront as we are in the top threshold in comparison to other consumer packaged goods companies.
Our average Facebook response time of less than 5 hours beats our competitors who average well over a 50 hour response time.
Our average Twitter response time of less than 4 hours surpasses the average of more than 13 hours it takes our competitors to respond.
These numbers further demonstrate that we have one of the most responsive, cohesive Social Care team in the Consumer Packaged Goods Industry.
