Peapod's centralized customer operations are the primary touchpoint for the millions of orders processed annually and Peapod was facing continued, rapid growth.
Expanding to new markets and aggressive growth plans required redesigning the underlying operational layer of the business. Being committed to delivering an excellent customer experience, Peapod looked to The Customer Group to assess and design CX and technical capabilities across the customer operation.
TCG designed, planned and supported customer-focused operational improvements and measurement. Peapod’s customer operations increased service levels and improved service quality while increasing visibility into day-to-day performance to drive future improvements.