Case Study: a global food and beverage company accelerates CX operations with Concentrix

Global Food and Beverage Company cuts manual reporting by 75% with Concentrix

Concentrix partnered with a global food and beverage company whose support teams were overwhelmed by the manual processes of tracking trending consumer issues and managing high-volume social media inquiries. This intensive manual effort reduced the team's capacity for proactive service and slowed response times, especially during sensitive periods and product campaigns.

To address this, Concentrix implemented a real-time dashboard for automated case monitoring and integrated pre-configured response templates into the client's Sprinklr platform. This solution delivered significant results, including a 75% reduction in manual reporting time, a 120-second decrease in average handling time, and a 14-minute improvement in social media response time.