Case Study: Whole Foods Market boosts customer satisfaction and local promotions with Spectrio On-Hold Messaging

Whole Foods Market - Customer Case Study

Whole Foods Market — specifically the Fresh Pond location — faced high call volumes and customer drop-off from long hold times while using an inflexible Muzak OnHold system that forced the same regional message, allowed only one quarterly update, and required mailed tapes for changes. To address this, they evaluated and trialed Spectrio’s On-Hold Messaging system to replace Muzak and improve caller experience and local promotion ability.

Spectrio implemented a remotely updated, modular On-Hold Messaging solution that allowed location-specific content, frequent message changes, and time-sensitive material to expire automatically. During a six-month trial Whole Foods Market - Fresh Pond reported positive customer and leadership feedback (including a regional president endorsement) and moved toward wider adoption; Spectrio now services over 65 locations, with marketing teams praising the web portal’s speed and the vendor’s responsive client services.

Whole Foods Market

Chuck O.

Marketing Team Leader