The food industry demands next-level customer service. Customer relationships tend to be long-term, with customers’ businesses dependent on suppliers’ performance. That performance must be both responsive to customer orders and proactive in looking after customers’ businesses. Orders have to be filled exactly, thoroughly, and always on schedule. Any changes need to be handled just as quickly and carefully.
When restaurants and shops need to pivot from one day to the next, food industry customer service needs to be able to pivot with them. That might involve addressing product availability challenges, recalls, quality issues, or market pricing. Suppliers’ representatives need to be available 24/7 to address customer needs.
While outsourcing that kind of responsibility might sound like the exact wrong way to handle it, outsourcing the right way can actually ensure the same or better customer service standards with even better business outcomes. Here’s how that works and why you should consider it:
Unique Customer Service Challenges in the Food and Beverage Industry
If crops were identical all year round, seafood always consistent in type, quantity, and quality, and ingredient costs never fluctuated, the food industry would be pleasantly boring. Instead, suppliers are the food industry’s first line of defense against constant changes in the food supply.
- Product safety issues. According to a study by the Public Interest Research Group, there was an average of one food recall every 29 hours in 2024. Beyond the obvious threat to the public, such issues can ruin brands and strain relations with suppliers. These issues unfold moment to moment and customer service needs to be able to address customer concerns in real time.
- A complex supply chain. With different food stuffs sourced from all over the world, product condition and availability can vary greatly from one day to the next. If a delivery varies too much from what was ordered or expected, customer service needs to be prepared to successfully field those calls.
- 24/7 availability and time sensitivity. Whether it’s pre-dawn work at a bakery, the morning selection at the produce market, or a lunch counter’s menu planning for the next day, suppliers’ customer service must be ready for calls at any hour.
- Inventory management and stock issues. Standard stocked items can deal even greater surprises when routine orders can’t be filled as expected. Sometimes customer service gets those calls, and other times customer service is making those calls proactively to alert customers to the situation and help make the necessary adjustments.
- Managing B2B relationships. While each customer may have their own sales rep, those reps aren’t always available or not in a position to immediately follow through on a customer’s account. That’s when customer service becomes account support. The immediate goal is to deal with the customer’s issue. The longer-term goal is to preserve account relations.
Why Should You Consider Outsourcing Customer Service?
Given how critical the customer service role is in the food industry, it would not seem like a good candidate for outsourcing. But outsourcing a core function doesn’t have to mean losing control or compromising on quality if it is handled strategically.
The decision to outsource should factor in five major considerations:
Scalability and Flexibility
- Do you have the capability you need to scale during peak seasons, holidays, or promotional periods?
- Are you prepared to react quickly and proactively to recalls, product changes, or availability issues?
24/7 Availability and Faster Response Times
- Can you effectively support round-the-clock support for perishable goods and time-critical deliveries?
- Do you provide immediate response to online orders, delivery inquiries, and urgent complaints?
More Resilient Logistics
- Do you have extended resources for managing shipments and deliveries when your primary providers are fully booked?
- Can you dispatch or engage the necessary resources at unfamiliar POEs or distribution centers?
Focus on Core Business Functions
- Do current operations leave internal resources free to focus on core business areas, such as product innovation and quality control?
- Is your current system adaptable enough to accelerate new product launches and market expansion?
Cost Efficiency
- Could your company benefit from reduced overhead (salaries, benefits, infrastructure)?
- Are you hoping to avoid investments in specialized contact center technology and training?
How Efficient Customer Service Improves Your Bottom Line
If outsourcing customer service makes strategic sense, then consider the financial implications.
An operation more responsive and proactive in customer care tends to retain customers longer. That translates into uninterrupted revenue and lower business development costs. The more flexible your operations, the more orders you can handle and the revenue that comes with them.
Top-tier service capabilities can also inspire customer referrals, further reducing business development expenses. And – assuming you are outsourcing to lower operating expenses – you can afford more resources to minimize or eliminate errors. This lowers the costs of make-goods immediately, and feeds back into improved customer retention and the financial benefits that come with that.
In short, when you outsource strategically, you can increase revenue at the same time you’re lowering costs.
Solvo Global: Your Solution for Expert Customer Support in the Food Industry
As critical as customer service is to the food industry, it may seem unthinkable to outsource that to a third party. But, if you are upgrading resources more than just lowering costs, such a move can actually be a strategic plus.
Solvo specializes in providing high-quality nearshore talent solutions for businesses across various industries, including food and beverage. Solvo is distinguished by their advanced technology which enables them to integrate with clients’ systems, including CRM and supply chain software. In effect, Solvo becomes an extension of clients’ in-house operations. This means they can support your account representatives or be the first line of customer contact.
Solvo’s clients direct the staffing of their accounts and the training of the personnel. Each team has dedicated supervision to ensure on-brand engagement with every customer and providing knowledgeable escalation paths when needed.
If you’re looking for ways to strengthen your customer service while lowering the cost, contact us – Solvo Global.
