Centralizing call center operations by pulling real-time value from the cloud.

This client is one of the largest packaged food companies in the U.S. that focuses primarily on developing, manufacturing, marketing, selling, and distributing fresh baked goods from the United States. The organization’s history dates back to 1919 when they launched their first snack cake. They’ve since grown to become one of the world’s most recognized brands with the production of their wide variety of new and classic treats.

Food Manufacturing Case Study | Humach
Choosing the Right Partner
The CEO at this major food manufacturer challenged customer service to centralize its call center operations and include an internal captive center. Their primary focus was finding a partner who could deliver true cloud strategy, real-time reporting and business intelligence, quick access to call monitoring and recording, technical response time and overall ease of use. The Manager of Consumer Affairs elaborated on their customer-centric focus saying, “we wanted to monitor the pulse of our customers, so picking a provider that placed real-time data and analytical reporting at our fingertips was important to us”.

The company included multiple vendors in an extensive RFP procurement process and carefully considered each vendor for alignment with their brand. “Usability, flexibility, customer service, cost and value brought us back to Humach”, said their senior IT technical engineer. “We actually had three departments unanimously agree on one provider, which says it all”.

Seamless Cloud Migration
Before transitioning the platform to the cloud, the Humach team collected input from all functional areas of the business. The organization appreciated the level of support they received from Humach during the seamless migration process, saying, “Training is critical when implementing any new technology, everyone has to know the platform inside and out. More importantly, Humach provided technical experts to train our team and included regular conference calls, which mean a lot to us”.

The client’s customer service team was trained in two weeks and was comfortable navigating the platform without assistance just one week after the migration.

The Value of Honest Partnership
When asked what constituted real value in their partnership with Humach, the client pointed to frequent communication and strong listening skills. “Many vendors try to overachieve and make promises they can’t delivery on. Humach listens and understands our company’s concerns, needs, and opportunities and only makes promises they can keep. We’re very happy with what we have with Humach”.

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