As customer expectations continue to evolve and managing experiences becomes increasingly complex, businesses are rapidly turning to the BPO landscape for extra help.
Business Process Outsourcing services don’t just provide companies with access to support with administrative and IT tasks. Today, they can also offer the guidance, consultation, and expertise brands need to enhance their CX strategies.
Garden of Life, operating under Nestle Health Science, discovered the benefits of outsourcing solutions for their own customer service needs recently when working on a new strategy to manage multiple distribution services and a growing target audience. Working with Genpact, the organization was able to develop a new plan to ensure their teams could deliver phenomenal experiences anywhere.
Finding New Ways to Connect with Customers
For over 20 years, Garden of Life has carefully cultivated a reputation in the health and wellness landscape for compassion, empathy, and excellent customer support. In the past, the company focused primarily on selling solutions through grocery supermarkets and specialty stores. However, the team lacked an effective strategy for Direct-to-Consumer sales.
When the organization decided to modernize and update its existing strategy for digital commerce, it also felt it was the perfect time to start looking for ways to build better first-party relationships with its customers. With its new digital strategy, the company wanted to do more than simply provide customers with a sales portal. Garden of Life wanted to enrich customer experiences with personalization and improved access to content too.
The leadership team reached out to Genpact’s consultancy partner, Rightpoint, to develop a new multi-team commerce strategy and to begin a DTC brand refresh through the Magento platform. The company also worked with their consultants on a six-month customer journey mapping and discovery exercise, intended to help them better understand the needs of their target audience as they moved through the e-commerce purchasing journey.
