Farmlands is New Zealand's largest farmer owner cooperative. With more than 1,000 staff servicing 56,000 shareholders through a network of 81 stores, Farmlands is a top 20 New Zealand company, with turnover in excess of $2 billion annually.
Farmlands was, at the time of engagement, a large North Island-based rural supplies organisation. (It has since merged with CRT, its South Island based counterpart). Farmlands needed help with specific recommendations it could implement to improve they way it interacted with stakeholders.
Starting from a need to assess options for contact centre technology, Voco focused on how the organisation communicated with all its customers, suppliers and staff. Voco conducted an interaction analysis across the Farmlands organisation, and then mapped and analysed all interactions. We challenged core understandings of customer expectations around interactions and then investigated the outcomes in the context of an overarching interaction/channel strategy.
Farmlands was able to improve critically important relationships by implementing a set of specific recommendations.
ANZ engaged Voco to design and build a new, enterprise-wide Contact Centre solution. Voco helped...MORE
“Voco has been a trusted part of our team for several years, working closely with us in highly visible complex contact centre and voice projects. They have provided innovative thinking and been a safe pair of hands for complex and demanding delivery projects.”
Vodafone had recently acquired TelstraClear for $840m. The company asked Voco to help complete the...MORE
"Voco brought capability, experience and nous to this complex and wide-ranging programme of work and were a material contributor to its success."
Enterprise Director, Vodafone
Contact asked Voco to help outsource and negotiate agreements that would see the company's...MORE
"Voco delivered seamlessly. They've ensured we have a very sound commercial footing to go forward from."
General Manager, ICT