Case Study: Colgate-Palmolive Company achieves better global consumer engagement and complaint visibility with Wilke Global

Helping Colgate Make Consumers Smile

Colgate-Palmolive Company, a global consumer packaged goods leader, needed a better way to manage high volumes of consumer interactions across contact centers and digital channels while staying compliant and protecting its brand reputation. It also wanted to turn consumer feedback into relationship marketing opportunities and spot emerging issues early. Wilke Global provided the technology and services supporting Colgate’s global consumer affairs efforts, including its CRS and SMART platform solutions.

Wilke Global helped Colgate centralize and monitor consumer complaints and inquiries in real time, giving the team better visibility into quality issues and faster access to insights. The solution also unified multichannel contacts, including social media, into one global database and supported opt-in marketing tracking. As a result, Colgate improved its ability to manage consumer feedback consistently worldwide, strengthen consumer relationships, and respond more quickly to trends and issues.

Colgate-Palmolive Company

Chip Horner

Global Director of Consumer Relations