Who they are
Agri-Marché is a family business and a subsidiary of Groupe Brochu. It specializes in offering products and services for bulk animal feed.
Agri-Marché operates a number of animal feed mills throughout Ontario and Québec. The company also operate pork and poultry breeding farms as well as a transloading centers. It assists producers in reaching their production goals. Thanks to its employees, the quality of its products and services, and its focus on the latest innovations in its sector, Agri-Marché has gained significant market share.
Location
Saint-Isidore, Quebec, Canada
Industry
Agri-food
Founded
1913
Website
Customer since
June 2015
What challenges was Agri-Marché facing?
Difficulty contacting customers for deliveries
Agri-Marché’s customers work in agricultural fields. Customers receive deliveries every two weeks. The company’s customer service team contacts producers to remind them that their deliveries will take place the next day. This gives producers the opportunity to place orders, if they have not done so already or if they need last-minute animal feed.
Before using Kimoby, Agri-Marché was conducting follow-ups by phone and email. Contacting customers was not always easy. On one hand, customers were not always able to answer because they were busy. On the other hand, the telephone network didn’t always cover all the areas where customers operate. “When its planting season or sugar-season it is not always easy to reach them,” said Cindie Lafortune, Customer Service Manager at Agri-Marché. With regards to emails, they were sent one by one, which added extra work for employees. This approach had some limitations as customers didn’t always easily access their emails or didn’t bother to look at their emails for days at a time.
Ordering was a long and tedious process
At Agri-Marché, deliveries to customers are made every day. The day before each delivery, customer service reps have to contact customers to take their orders. Before using Kimoby, customers willing to place their orders called or emailed Agri-Marché. This mainly took place at the end of the day when the offices were already closed. Therefore, orders were only processed the next morning, which inevitably led to delays and aggravated customers.
Agri-Marché was looking for a texting solution to meet its needs
Agri-Marché’s customers were increasingly requesting to be contacted by text message as they considered it as a communication medium more adapted to their work. Moreover, Agri-Marché was looking for a solution that could support automated campaigns to address a wide audience in order to reduce the workload related to ordering follow-ups.
