Quickly and efficiently supporting retailers and reps.

Introducing high-touch service management at scale.

We helped Foster Grant streamline ad-hoc service requests and issue management for maximum impact at retail.

RESULTS

350,000+

Stores visits annually

15,000

Inbound contacts annually

11,000+

Support tickets resolved

HOW WE DID IT

After operating with an internal retail team for many years, Foster Grant redirected merchandising services for its sunglasses and readers in a wide array of retailers to Premium. The program included various complex fixtures and was highly SKU-intensive, requiring scalable solutions for long-term sustainability.

To best service our retail partners, Premium introduced a dedicated toll-free support number for grocery stores, pharmacies, and convenience stores to call if additional merchandising is needed for Foster Grant sunglasses and readers.

Call Center

Premium’s dedicated Foster Grant Support Specialists pick up calls from our Operations Support Center (OSC). The Support Specialists completed needs assessments with store associates and served as brand experts for stores and field merchandisers. The Foster Grant agents developed indispensable knowledge of each retailer’s preferences to navigate terminology, structure, and processes when building relationships with stores.

“Instead of requests going into a black hole, we show the full circle of each ticket and have a two-way dialogue. That level of customer service isn’t matched elsewhere.”
– Tina Click
CLIENT SERVICES DIRECTOR

We execute efficient merchandising for Foster Grant.

See how we can do it for you.

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OUR WORK

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