Creating a Process-Driven Support Experience

Ingrain, Africa’s largest producer of starch and glucose, operates in demanding, highly regulated sectors like Food, Pharmaceuticals, and Building Materials. Committed to innovation and quality, Ingrain recognized the need to modernize how they handled critical customer feedback and complaints. Their existing manual processes were fragmented across departments, hindering efficiency and compliance. Ingrain partnered with Resonancy to develop a unified, intelligent platform, transforming their customer support operations and leveraging data for continuous improvement.

Challenge: Modernizing Critical Customer Feedback

Ingrain faced inefficiencies with its manual, siloed approach to managing customer input. Tracking issues via emails and spreadsheets across multiple departments and factories led to slow resolutions, compliance gaps, a frustrating customer experience, and an inability to analyse trends effectively or provide customers with accurate updates on investigations.

Realizing the need for a structured, transparent, and data-centric system, Ingrain collaborated with Resonancy to build a solution that could streamline processes and unlock valuable insights from customer interactions.

Solution: An Intelligent, Integrated Platform

Resonancy worked closely with Ingrain stakeholders to co-create a bespoke Customer Support Case Management Platform. This intelligent CX automation solution replaced fragmented manual tasks with streamlined, digital workflows that provide customers with real time insights into ticket status updates and resolution progress.

The platform connects Customer Support, Quality Control, Compliance, and other departments onto a single system, integrating with Ingrain’s SAP ERP for essential account and product data. Key features include smart intake forms, automated routing and notifications across inter-departmental roles and team members, embedded Root Cause Analysis tools, and robust audit trails, shifting Ingrain from reactive problem-solving to proactive, data-informed support. Ingrain’s new Customer Care Hub allowed their customers to sign in, log a ticket,  provide the team with additional insights during the resolution process and receive updates throughout case progression.

Outcomes: Efficiency, Compliance, and Enhanced Experience

By implementing this tailored platform, Ingrain achieved significant improvements across its operations and customer interactions:

• Reduction in average case resolution time through workflow automation.
• Improvement in compliance efficiency via automated documentation and audit trails.
• Decrease in customer churn risk due to faster, more transparent resolutions.
• Increase in measured customer satisfaction scores.

This transformation not only optimized internal processes but also directly enhanced the customer experience, reinforcing Ingrain's commitment to quality and partnership.

Elevating Support and Building Trust

The new platform empowers Ingrain to handle customer feedback with unprecedented efficiency and transparency. Automated workflows ensure accountability, while integrated analytics provide insights for ongoing quality improvements. The system fosters better collaboration internally and builds stronger, trust-based relationships with customers through automated, predictable and transparent communication.

Resonancy* delivered a bespoke CRM aligned to the intricate needs of our business. Their attention to detail, proactive support, and deep understanding of our challenges turned this into a standout partnership grounded in trust, reliability, and excellence.

The intelligent platform allows Ingrain to not only resolve issues faster but also to learn from every interaction, continually refining their processes and products for a superior customer experience.