PCMS’ team of IT specialists is making outbound phone calls on Renshaw’s behalf to assist with website enquiries, placing orders and discussing new products and promotions.
Liverpool-based Renshaw wanted to outsource its client management “to enhance customer relations”, according to the company.
PCMS said: “This approach to building a positive customer relationship has been well-received by Renshaw’s customers and seen dormant accounts become active; customers are responding positively to the awareness of new product launches and welcome the introduction of sampling some products before placing bulk orders.”
Clair Edvartsen, head of supply chain and customer service at Renshaw, said: “The regular scheduled calls mean our customers aren’t caught off-guard with an unexpected cold call. It has really helped to create a truly personal relationship with our customers.
“As a great added benefit, the PCMS team loves baking too, which means they understand our customers and they know what issues bakers face and how to help resolve them.”
Last September, shares in Renshaw owner Real Good Food fell by nearly 2%, when the company announced revenue was down as it entered its new financial year.