Transforming Musgrave’s Food Safety and Customer Complaints Portal (FSCCP)

Musgrave is Ireland’s leading food retail, wholesale, and foodservice company. Together with their retail partners, they support more than 41,000 jobs, in more than 1,400 stores and offices, with combined total retail sales of €5.4 billion.

To ensure the highest standards of customer service, Musgrave needed to replace a number of different systems which handled their customer complaints. They needed a fully integrated, digital workflow cloud solution to act as a single point of entry; in order to manage customer complaints from all applicable sources. They also required the solution to have federated levels of security to cater for the different (internal & external) stakeholders that required various access levels. The solution needed to be browser independent and run natively on any device – PC, desktop, tablet and smartphone. For statute of limitations and GDPR compliance, all data (images, invoices, emails etc) generated by the system or uploaded to the system had to be stored and accessible by the complaints team and individual store owners for a period of 6 years after the date of the complaint was closed.

The Customer Complaint Co-Ordinator and team are the primary users and administrators of the FSCCP system. Additionally; suppliers, retailers, Musgrave’s outsourced call management provider (Fexco) and Musgrave’s insurers all needed different authenticated access to the platform.

Musgrave turned to Client Solutions, a trusted technology partner for over 15 years; to assess and define their requirements and recommend an agile, cloud-based modern platform to fulfil their needs. The complaints process was unstructured. They came from a myriad of sources: email, phone, in-store and through their third party call-handler Fexco. There was no centralised end-to-end view or clearly defined process to handle complaints, track communication with all stakeholders – insurer, retailer, supplier and most importantly, the end customer.

Client Solutions worked collaboratively with Musgrave’s Customer Complaint team to assess the current systems and define a gap analysis, overall requirements and business objectives for the new solution. One key objective was to maximise the use of technology in order to streamline workflow processes and automate repetitive tasks to ensure the customer was always communicated with in a timely, efficient manner; whilst eliminating duplication and reducing costs.

To cater for future technology developments and business requirements It was imperative that Client Solutions developed a versatile platform. The architecture we proposed was based on Microsoft technologies and the Common Data Services platform. By leveraging these we could accelerate the solution development and implementation delivery phases. This in turn provided Musgrave with a quick time-to-value, offering a very flexible data platform for reporting and business intelligence to drive better decision outcomes.

The key technology components included:

• Microsoft Dynamics 365
• Microsoft PowerApps
• Microsoft Power Automate
• Microsoft DevOps
• Single sign-on
• Active Directory

The new agile, cloud-based Food Safety and Customer Complaints Portal (FSCCP) provides Musgraves’ stakeholders with a single trusted view of all aspects of a customers complaint that they can manage – from initiation through to resolution. The platform is innovative, robust and secure. Most importantly it is scalable and responsive to the future needs of Musgrave’s growing business.