Last Updated on June 9, 2023 by Tony Fowler
On The Run Meals is more than just a food delivery service; they are a community. The company is working to provide its customers with fresh, nourishing food and is 100% committed to safety and quality control practices when preparing their farm-to-table meals. With the intention of elevating their customer service offering to their customers and enhancing their productivity, On The Run Meals partnered with Re:amaze to help resolve issues they were facing and were thrilled with the results. We dive deeper into their experience with Re:amaze below.
Delivering Meals with a Mission
Justin, the CEO of On The Run Meals discussed why they started the company, stating that they “started the brand to enable the busy population of Toronto to fulfill their nutritional needs with delicious healthy meals conveniently.” The company is working to serve the busy professionals, students, and other individuals of Toronto, Canada to ensure they have the best possible meal delivery. On The Run Meals is humbled to be able to provide their members with the best possible service and with Re:amaze, they are truly able to do so.
Their mission is to provide the most nutritious and delicious meals available while exceeding expectations with the convenience and quality their service provides to the people of the Greater Toronto Area and Southern Ontario.
To learn more about On The Run Meals you can visit their website or find them on social media.
Why On The Run Meals Needed Help
When asked what On The Run Meals was hoping to gain from working with Re:amaze they were largely looking to improve their customer service offering. Anyone who runs a business knows how important good customer service is, and Justin and the team at On The Run Meals were not different.
Prior to working with Re:amaze their team struggled with broken communication channels, lost information, a lack of consolidation, and a difficulty in sharing relative customer communications among their customer support team which in turn created delayed and elongated service times.
Their hope was to improve customer response times and consolidate customer conversation to reduce wait times and improve their team’s productivity. They were also hoping to utilize a central channel that would streamline communication by putting all pertinent details relative to customer communications onto one screen. This would allow their support team to easily communicate with one another regarding customer issues and ensure they are collaboratively providing their customers with the best customer service while being more efficient as a team.
How Re:amaze Helped Improve On The Run Meals Customer Service
In the time that On The Run Meals began working with Re:amaze they have already seen an improvement in their customer response time. Since Re:amaze Inbox puts all of the customer information their support team needs right at their fingertips they are able to integrate their communications with this omnichannel solution. Justin understands the value of having all of their customer communications streamlined into one channel using an omnichannel inbox that localizes communication from emails, chat, social media, and even text.
Re:amaze Inbox enables their support team to interact with customers more efficiently and effectively. Since the quality of the information provided to their support team is now improved they are able to offer an elevated level of customer service. Their customers’ questions, issues, and needs are addressed in a timely manner. Particularly, in a way that ensures them that they are valued customers and not just a ticket in the system. No, On The Run Meals customer feels like they are lost holding a ticket anymore!
The live chat option with Re:amaze works in tandem with the Inbox feature allowing their support team to quickly respond to customer inquiries, increasing the volume of customer requests they can handle.
Since implementing Re:amaze order value has increased and continued to grow which they attribute to the services provided by Re:amaze. In addition to this growth, the customer response time has also lessened and has not been impacted by the growth. This metric shows how utilizing Re:amaze tools can enable your customer support team to take on more customer service inquiries and growth without stretching their team to their limits. The On The Run Meals customer support team has been empowered by Re:amaze to work collaboratively and more effectively while seeing an exciting growth in sales!
The Effects of Working with Re:amaze
In addition to the growth and increased productivity the On The Run Meals team experienced, they’ve also found firsthand that Re:amaze delivers on expectations and provides teams of any size, small or large, with the tools, integrations, automation, privacy, and flows to enable your business to scale growth as seamlessly as possible. Since customer service is just as important as Re:amaze, we ensure that our team is always available to reply to questions and troubleshoot any issues our customers may encounter with a quick, functional solution! You’ll never be forced to schedule any meeting days or even a week from the date of inquiry, our team is here to help you here and now.
To learn more about Re:amaze products and how we can help you improve your own customer service offering, contact us today to schedule a demo.