The food group partnered with CEMax and used its CEMax CEM application to solve complex consumer service needs. CEMax CEM solution replaced the food group’s current Siebel CRM solution, different EFM solutions and a tailored solution for issuing product replacement statements. Other disparate solutions were integrated into CEMax’s solution creating a single source of truth for consumer experience and a robust repository for analytical insight. The approach was to deliver a strategic consumer service standard across all brands while having brand specific workflow processes.
The easy, self maintenance capabilities offered by CEMax gives us freedom and total control over many back-office activities… it allows us to deliver an immediate response, when the need to change or upgrade arises”.