Nationwide Grocery Chain
Based on a high volume of call center complaints, a leading nationwide grocery chain
redesigned their business intelligence program to evaluate queuing time and improve
front end performance. After being selected as the sole nationwide vendor, TrendSource
worked with the company to benchmark current results and implement a new program
to improve performance. The company reported a quarterly 12% increase in profit
which the company CEO attributed to customer service improvements such as shortening
the time spent in checkout lines.
Electronics Manufacturer
During a promotional period, a Fortune 100 electronics manufacturing company wanted
to increase recommendation rates for their printers in electronics superstores.
TrendSource worked with the client to develop a rewards program in conjunction with
client-provided sales training. Based on the program, recommendation rates for the
company’s printers increased 15% in 3 weeks.
National Fast Food Company and International Beverage Company
A nationwide fast food company in cooperation with an international beverage company
wanted to support a new product launch and promotional campaign. TrendSource partnered
with both companies to implement a nationwide recognition and rewards program that
encouraged frontline employees to suggest the new product and rewarded them for
doing so. Based on the program, the success rate for suggestive selling increased
by 30%, positively impacting both revenue and employee retention. In addition, there
was a 20% increase in fountain sales volume.
National Casual Dining Company
A national casual dining company approached TrendSource to help identify a correlation
between store operational performance and profitability. Benchmarking identified
that the company’s stores were performing below national standards. TrendSource
recommended a program to improve performance and increase suggestive selling. In
three months, operational performance scores increased from 73% to 81%, and suggestive
selling increased from 23% to 57% of all transactions. During this period the average
check size increased by 6.3% over the prior year.
International Fast Food Company
An international fast food company was experiencing a significant quality problem
with drive thru window "mispacks" exceeding 20% of orders. TrendSource worked with
the client to design an operational compliance program to modify employee behaviors.
Based on the results of that program, drive thru window "mispacks" were reduced
to less than 1% of orders in less than one year. The company is now experiencing
record earnings.
