Case Study: Bigelow achieves higher quality and customer satisfaction with Intertek Alchemy

Bigelow - Customer Case Study

Bigelow Tea, a family-owned tea company with multiple production and packaging sites, needed a more consistent approach to safety, quality, GMP, and operations training across locations. With a workforce that is largely Spanish-speaking and a mix of plant, plantation, and corporate employees, Bigelow turned to Intertek Alchemy for a flexible training system that could standardize learning and support multilingual delivery.

Intertek Alchemy implemented interactive classroom training, multilingual content, and an authoring tool for customized courses. The results included a 50% reduction in customer complaints, 20% fewer quality holds, zero lost time incidents, and a 30% reduction in downtime. Bigelow also increased first pass rates from 72% to 95%, cut mandatory training time to 12–14 hours per year, and gained production equivalent to 1,600,000 additional tea bags.

Bigelow

Sari Trompke

Training Administrator