Product Recall Rebate
Product Recall - Skybridge® Promotion Fulfillment Manages Rebate Program and Consumer Inquiries
The Client
- One of North America’s leading packaged food companies, serving grocery retailers, as well as restaurants and other foodservice establishments
The Challenge
- Remove potentially hazardous product from the market as quickly as possible
- Process and validate requests for refund of original purchase price
- Provide trained staff and 24-hour customer call center services
- Handle product with potential bio-hazardous impact
- Contributed to restoring consumer confidence, brand loyalty, and sales of the product
The Solution
- Plan, execute and manage the immediate needs of a major rebate program within 24 hours
- Provide a seamless fulfillment and customer service (call center) program
- Establish program terms and conditions
- Establish the P.O. Box
- Design process for 14-day turn time from receipt of refund request through validation, dupe reporting and check issuance
- Design script for the customer service center
The Results
- Program launched within 24 hours notice
- Processed 400,000 requests
- Managed consumer complaints and concerns via call center
- Executed supporting rebate in 14-day turn time
- Skybridge® Promotion Fulfillment processed white paper related to the program and provided validation services for each request
- Successfully contributed to restoring consumer confidence, brand loyalty, and sales of the product
- Partnered with this brand in a follow-up Customer Satisfaction Promise program
