Case Studies Sara Lee Coffee & Tea – Equipment Service / Dispatch Download Pdf The Challenge A division of Sara Lee, Superior Coffee needed to gain control over skyrocketing service costs and an unstructured service process to improve the organization's overall profitability. They also needed to find a way to turn service into a competitive advantage to help stem customer attrition and shrinking market share. The Solution MAI proposed handling incoming service requests and the development of a coordinated dispatch model for the nationwide field service organization: wireless technology was an integral component of facilitating efficient service call management. After some analysis, third-party service providers were also consolidated in areas where the company's own network could not serve customers efficiently. MAI Response Management Group also put a service call closure plan in place to monitor field performance and customer satisfaction. The Results Faster, more effective response to customer service requests was achieved as MAI Customer Response Specialists reached their goal of answering every incoming call within 10 seconds. Additional training aimed at increasing phone resolution of equipment problems is anticipated to save $1,500,000+ in on-site technician costs annually. Elements Equipment Diagnosis/Service Request Generation Dispatching & Call Closure Preventive Maintenance/Installs/De-installs Invoice Processing Wireless Capabilities Service History Secure Extranet Reporting Background Sara Lee Coffee & Tea supplies a comprehensive array of brands and varieties to satisfy every type of coffee application in a brand range of food service concepts. Superior Coffee provides the coffee, the equipment and the marketing and selling expertise, as well as the training and merchandising materials required for a profitable coffee program. The company's global resources, trend knowledge and dedication to the coffee industry provide brand solutions that help drive the success of its customer's coffee programs.