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FMCG Customer Experience Solutions
Build brand loyalty, automate distribution support, and enhance engagement with our AI-powered FMCG customer and retailer service solutions
- Indutries We Serve
Fast-moving consumer goods
In the fast-paced FMCG industry, every customer and retailer interaction shapes brand perception.
Mas Callnet delivers end-to-end consumer and trade partner support — powered by CallMaster™ AI, our advanced conversation intelligence platform.
From consumer complaint management to virtual relationship desks and automated distributor assistance, we help FMCG brands achieve 360° engagement, stronger loyalty, and operational efficiency.
- Industry Challenges
Addressing Key FMCG Industry Challenges
CallMaster™ Insight:
- Our Solution
Comprehensive FMCG Support Solutions
Consumer Support Services
- Product Information & Guidance: Support for ingredients, usage, storage, and availability queries.
- Complaint Resolution: Efficient handling of consumer issues with empathy and root cause analysis.
- Order & Delivery Support: Status updates, delivery queries, and replacement coordination.
- Loyalty Program Support: Member registration, point redemption, and campaign assistance.
CallMaster™ Advantage:
- AI Sentiment Tracking: Detects emotion and intent to prioritize critical complaints.
- Auto-Tagging: Classifies interactions by product line, issue, and geography.
- Smart Coaching: Guides agents to use brand-approved tone and responses.
- Escalation Prediction: Flags potential social media or brand-risk conversations in real time.
Sales & Retailer Support
- Virtual Relationship Desk: Acts as a centralized hub for retailers, distributors, and stockists to get instant updates on orders, schemes, and claims.
- Retailer & Distributor Assistance: Support for order management, scheme participation, and payment coordination.
- Promotional Campaign Support: Execution tracking, contest management, and performance reporting.
- B2B Customer Care: Handles institutional customer inquiries and bulk order coordination.
CallMaster™ Advantage:
- AI Voice Bots: Automate repetitive distributor queries about stock, delivery, or incentives.
- Predictive Analytics: Identify low-performing retailers and trigger proactive engagement.
- Smart Nudges: Recommend upsell opportunities or scheme participation prompts to sales agents.
- Real-Time Insights: Provide instant visibility into distributor satisfaction and channel performance.
Distribution Network Automation
- Order-to-Delivery Coordination: Automate order status updates and logistics follow-ups.
- Stock Availability Monitoring: AI-based alerts for low inventory or delayed shipments.
- Claim & Credit Note Automation: Simplify resolution of trade claims and incentive processing.
- Field Sales Integration: Provide real-time communication channels between on-ground sales and the contact center.
CallMaster™ Advantage:
- AI Workflow Automation: Reduces manual communication delays across regions.
- Voice-Enabled Field Updates: Sales teams can record updates, which are transcribed and routed automatically.
- Predictive Replenishment Alerts: Identifies recurring stock gaps to ensure continuity of sales.
- Data-Driven Decisions: Analytics dashboards track order trends, fulfillment delays, and distributor satisfaction.
Quality & Insights Management
- Quality Issue Resolution: Investigate, track, and escalate product quality concerns with structured feedback loops.
- Consumer Feedback Analytics: Aggregate and analyze voice-of-customer data to guide product R&D.
- Recall & Crisis Management: Communicate efficiently during product recalls or quality incidents.
- Brand Sentiment Insights: Continuous tracking of customer satisfaction and public perception.
CallMaster™ Advantage:
- AI-Powered Quality Audit: 100% monitoring of complaint calls for accuracy and empathy.
- Trend Detection: Identifies recurring quality issues before they become widespread.
- Root Cause Analysis: Uses NLP to detect frequent mentions tied to packaging or supply chain issues.
- Technology Integration
Technology-Enabled FMCG Solutions
AI & Automation
- Voice Bots & Chatbots: Provide instant, consistent answers to consumer and trade queries.
- Process Automation: Streamline order tracking, feedback collection, and claim processing.
- Virtual Relationship Desk Integration: Unified CRM interface for all retailer and distributor touchpoints.
Analytics & Reporting
- Consumer & Retail Insights: Analyze engagement, repeat purchase patterns, and satisfaction trends.
- Performance Monitoring: Track service SLAs, resolution time, and feedback quality.
- CallMaster™ Dashboards: Real-time performance, sentiment, and channel analytics for decision-makers.
- Compliance & Quality
Quality Assurance & Compliance
- Regulatory Compliance: Adherence to FSSAI, BIS, and global consumer protection standards.
- Quality Management: Periodic audits, calibration, and 100% AI-assisted call monitoring through CallMaster™.
- Data Security: End-to-end encryption with secure and compliant consumer data handling.
- Brand Compliance: Voice AI ensures every interaction aligns with brand tone, approved scripts, and response guidelines.
- Industry Expertise
FMCG Domain Expertise
Product Categories Supported:
- Food & Beverages
- Personal Care & Cosmetics
- Household & Hygiene Products
- Health & Wellness Goods
Service Specializations:
- Virtual Relationship Desk for B2B communication
- AI-driven distribution network automation
- Multi-lingual customer engagement
- Brand tone consistency and proactive crisis response
- Seasonality-based scale-up and down flexibility
Why Partner with Mas Callnet for FMCG?
Empower your brand with Mas Callnet’s AI-powered FMCG Support Ecosystem
Delivering seamless consumer care, intelligent trade engagement, and automated distribution coordination through CallMaster™, your all-in-one customer and partner experience platform.