Jules Destrooper
Griet Allegaert, Quality Manager

Jules Destrooper is a Belgian biscuit manufacturer that has grown from its beginnings as a bakery in Lo in 1886. The company now has sites in Lo-Reninge and Ypres and exports its biscuits all around the world. 

The challenge

Food legislation demands that companies ensure a certain level of protection of human life and health and protect consumer interests. To provide the information required in response to questions about ingredients or composition, or to respond to potential crisis situations, Jules Destrooper set up a service number for consumers that is available 24 hours a day, 7 days a week. During office hours, the telephone service is staffed by internal employees, but it has not always been easy to find someone who was prepared to cover the service after office hours. This is why we went in search of a partner to take over the round-the-clock service. 

The solution

Memo guarantees 24-hour availability of our service line, 7 days a week, even on public holidays. Our consumers are very important to us. All possible questions from customers about our biscuits, or any possible complaints that might come in, must always be followed up in a professional, customer-friendly manner. Whether the question has to do with intolerance of certain foodstuffs or a complaint about broken biscuits, the Memo operators always know how they can help the customer and transmit our desired customer experience. The operators’ empathic ability to listen to the customers and be alert to any possible problems is very important to the image we want to project.    

The result

  • 24/7 call center services and availability for our customers
  • Professional quality in answering all questions from customers
  • Peace of mind

Griet Allegaert, Jules Destrooper