Peapod has become America's leading Internet grocer, delivering millions of orders across 24 U.S. markets.

Peapod's centralized customer operations are the primary touchpoint for the millions of orders processed annually and Peapod was facing continued, rapid growth.

The Customer Group was engaged to design performance improvement solutions to enhance operational performance while improving the customer experience.

Challenge

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.

Solution

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.

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