Pret A Manger care about quality above everything else. They’re passionate about providing the best customer experience possible. That’s why we work hard on this campaign to go the extra mile and spend time making each customer happy.
Chloe – Campaign Manager at FM Outsource
The Client
Industry: Food & Beverage
Established: 1986
Head office location: London
Number of employees: 12,000
Annual revenue: £790 million
Sinclair Beecham and Julian Metcalfe rebooted the Pret A Manger brand in 1986, opening their first store in London. Now, Pret has grown to 697 locations worldwide, including 498 in the UK.
Since the beginning, Pret’s mission has been simple: to serve freshly made food and good organic coffee, whilst also trying to do the right thing. In 1995, Metcalfe and Beecham set up The Pret Foundation, to help alleviate poverty in the UK. Since then, The Pret Foundation has awarded over £7 million to over 100 charities across the UK, tackling homelessness, hunger and poverty.
The Objectives
Pret A Manger originally partnered with FM to acquire some part-time burst resource when the UK was starting to come out of lockdown at the end of 2020. They were planning on launching a subscription service, and were expecting an uptick in customer contacts. To fulfill this need, they were looking for a provider who could offer top-quality customer care advisors, one who would protect their brand image at a difficult time and promote their goals of only offering the best service and products.
The Solution
The Best Advisors
Pret care about quality and that meant we needed the best people who could wow their customers, every time. We hired and trained a team of fantastic advisors who are proud to be part of the Pret brand.
New Technology
Whilst Pret’s main focus is quality, we knew that customers also care about speed. That’s why we introduced Pret to our customer service platform to improve efficiencies for our advisors and their customers.
New Channels
To plug a gap in their channel offering, we launched Instagram and installed a webchat option on Pret’s website. Pret is now available wherever customers might be looking for them so we never miss a chance to impress.
The Results
FM successfully helped cover Pret’s temporary need for burst resource whilst protecting their brand image. In fact, our customer service platform centralised Pret’s contacts into one place, improving both efficiency and customer experience. We consistently exceed our targets for both contacts per hour and quality assessment scores. Ultimately, Pret were so happy with our service that they decided to outsource 90% of their customer care operation to FM, as well as coverage for the USA and France.
The awesome work of FM Outsource has gone international!!! Well done Ruth, keep up the amazing work that you consistently do on our behalf!
Iain Scotland – Global Head of Customer Experience
Please note: name and photo of customer has been removed for privacy reasons.