Utz: A Classic American Success Story
Desk.com customer, Utz (“Better than Nutz”), is the largest independent privately held snack brand in the United States–with a full line of snacks and snack mixes–potato chips, pretzels, cheese puffs, and more. A million pounds of potato chips every week? You’d be underestimating!
You’ll see Utz route trucks traveling the highways from Maine to the Gulf Coast, keeping snackers happy in all 50 states and 6 countries.
The company began in the 1920s in the kitchen of William and Salie Utz in Hanover Pennsylvania. By 1938 they had begun to automate, and the premier snack company was on its way to legendary status. With over 2000 employees, Utz has come a long way from that small kitchen. In fact, it is now a household name and often featured on popular TV shows like The Office and Mad Men.
Customer Service and Support at the Center
“A company like ours, with the customer at the center of everything, Desk.com fit right in with our thinking,” says Chuck Tullis, (VP Utz Brands). “We just don’t want a dissatisfied customer, and we want to respond to inquiries quickly.”
“The transition from our rather unwieldy email approach to Desk was seamless. We just brought our small support team in, integrated the email accounts, and showed them how to use Desk. It was a piece of cake.”
“Our team–from the technical staff, to packaging, including key members of senior management sees every customer issue that comes into the system. It’s very important to us to be able to track issues across each product and brand. Desk.com is helping us do just that.”
Major Benefits: Flexibility and Transparency
“In the past, if our front-line customer representatives were out of the office, there was no way to access the customer requests, because they all came in through a password-protected email account. Now, any of one of our team members can sign in and take care of inquiries–and the customer doesn’t have to wait.”
“Desk.com has helped us organize and systematize support. We’re growing fast and have made a number of acquisitions and added several major accounts. Along with organic growth, new products, and business cycles, that means that customer inquiries have gone up by about 30% over the past 12 months.”
“In addition, we have a transparency we didn’t have before. Before Desk, management saw all the incoming issues, but we never saw how they were handled. Now 90% of our customer inquiries are handled through answers from the knowledge base. We just use a macro and the response is done. And we can spot outdated messaging and correct it in the knowledge base to keep content fresh and timely, which also cuts down on the service load.”
“This vigilance pays off in reduced service load because the more useful our Help Center is, the fewer issues have to be handled by the support team.”
The Price Is Right
“We think the price of Desk.com is unbeatable. It’s just astonishing that a $500 million company can easily keep up with customer demand. You know, from Baltimore to Washington, that whole Mid-Atlantic corridor, Utz is always neck in neck with Coca-Cola as the number one most consumed snack brand. Imagine that, we keep up with our entire customer ecosystem with Desk.”