Case Study: Famous Brands International achieves 75% faster case resolution and streamlined customer & franchisee management with Emplifi's case management CRM

Famous Brands International finds sweet success with Emplifi's case management CRM

Famous Brands International, owner of Mrs. Fields and TCBY and headquartered in Broomfield, Colorado, was struggling to manage customer and franchisee contacts using a patchwork of spreadsheets and manual filing that ate up agents’ time and diverted focus from service. To address this, Famous Brands International selected Emplifi’s case management CRM in 2005 to replace their cumbersome processes.

Emplifi implemented a single, configurable case management system that centralizes customer and franchisee records, tracks and resolves complaints, generates response templates and reports, and stores franchise details. The solution made the team more self-reliant, increased operational efficiency, and reduced the time and resources required to handle cases by 75%, positioning Famous Brands International for scalable growth.

Famous Brands International

Robert Schicker

Retail Customer Service/Navigator