Leading Asia Pacific regional food company Goodman Fielder to utilise Xugo software for Customer and Consumer Complaints and Feedback Management

19 October 2020

New Zealand and Australia – SFI, an innovative software solutions company that specialises in Consumer Service & Compliance Control Software Solutions, announced that after a competitive tendering process, Goodman Fielder (a subsidiary of Wilmar International) will implement the Xugo platform as their Management System for Customer and Consumer Complaints and Product Quality Feedback. In addition to managing and automating Goodman Fielder's quality compliance activities. As an organisation responsible for employing over 5000 people in Australasia and manufacturing a portfolio of well-known consumer brands that include MeadowLea, Praise, and White Wings, Goodman Fielder needs to run as effectively and efficiently as possible in order to support their operations and consumers.

SFI has over 25 years of experience globally in the successful delivery of software for Consumer/Product Case management. Goodman Fielder will leverage Xugo to provide a central source of compliance-driven data, supporting efficiency by removing manual processing at all stages, capturing all case activity from different mediums (whether it be from social media, email, web form, or phone call), and increase engagement with their manufacturing sites throughout Australia, New Zealand and Asia-Pacific.

SFI’s Xugo is built from experience and designed to enable Goodman Fielder to access the cloud-based solution via any browser and mobile device wherever their teams are. The ability to monitor, engage and respond to consumer contact, create consumer feedback and complaint cases from Social Media posts, schedule and allocate resources, report on cases/tasks and get key insights.

With Xugo, Goodman Fielder benefits from:

  • Increased productivity and performance - Xugo is faster, reducing existing time spent on manually processing cases and tasks.
  • Improved Customer centricity – Communicate with consumers in real time and with more flexibility i.e. social media.
  • Greater efficiency – Access Xugo via smart devices, quickly review and respond to case actions, staying connected wherever you are.
  • Enhancements – Increased functionality.
  • Align with the businesses IT objectives of moving to a cloud-based platform – Better security, reduced threats and vulnerabilities to data.
  • Improve operational efficiency and reduced operational costs.

Xugo provides corporations in the food & beverage, manufacturing and pharmaceutical industries a 360-degree view of a customer and the various forms of interactions made, by providing a collection of all your customer data in one place, with a fusion of your Product & Sales information. From the basic contact information on customers to all their past and present communications, including products they have used and their behaviour.

Using Xugo, a user can review and action cases via one central user interface. Data can be explored through an intuitive, point and click interface to examine cases/tasks seamlessly and quickly in the cloud. In responding to cases more quickly, information is gathered, collated and provided in a display of panels such as – Case Detail, Product Detail, Store (or Location) Detail etc. This benefits the user with a clear and visual assessment of the case with sufficient information to allow Xugo, via workflows, to enable a decision about the priority of the case and instigate the case plan.