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Innovative Ideas
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The past two years or so have seen the Philippines cornering a big chunk of the worldwide investments in the Business Process Outsourcing (BPO) market. Numerous US-based companies have opted to source out locally their business process requirements in such fields as, customer service, telemarketing, medical transcription, accounting, animation, etc. – attributed largely to the country’s competitive business costs, excellent IT infrastructure in key urban centers, and the Filipinos’ facility of the English language. Contact/Call Centers in particular, a significant sector of the BPO industry, have benefited the country’s large pool of white-collar workforce. Current estimate pegs the Call Center work population at 30,000 and still growing by the day.
With the boom in the Call Center industry, NESTLÉ FoodServices particularly its Automatic Vending Machines and Office Coffee Services (AVM-OCS) Channel Business Group saw a promising niche. AVM-OCS channel business offers its portfolio of coffee and beverages – NESCAFE, NESTEA, NESTLE Lemonade, and MILO through various types of hot / cold coffee and beverage systems, to offices, industrial factories and other workplaces.
With its emphasis on late night to early morning work, call centers seem like a natural choice for AVM-OCS because of the fact that coffee is one of the things grave shift workers turn to just to stay awake. Now, 95% of the more than 40 call centers in the country are clients of AVM-OCS, including the top ones like E-Telecare, Infonxx, Ambergris and Convergys with negotiations ongoing with the remaining call centers. Because of the new industry, the channel posted one of its biggest growths last year with an increase of over 50% in sales.
Before acquiring the call center accounts, the AVM-OCS channel has already dominated the factories in the CALABARZON area, penetrating an estimated 80-90 % of the factories in the region including Fujitsu, Amkor, Matsushita and Intel among others. It is currently serving the Makati and Ortigas business areas too with clients that include SMART Communications and Accenture. “My channel really serves the workplace, offices, and industrial factories where there is a large congregation of workforce,” explained Nestle FoodServices AVM-OCS Channel Head Jay Dimaiwat. “This is basically our main market as opposed to malls where you have so much competition in terms of share of throat.”
Aside from workplaces, the AVM-OCS channel also caters to schools and hospitals. In fact, they have coffee and beverage systems for all segments of the market, from large free-standing automatic vending machines that are ideal for large factories to table top dispensers and “quick bars” for low volume workplaces. Many companies these days offer free coffee to employees as part of their employee-benefit program. The AVM-OCS program of Nestle FoodServices offers various schemes designed to suit a company’s office-coffee needs. For companies which provide free or subsidized coffee to their employees, AVM-OCS offers the machines ”Free-On-Loan” for a minimum amount of product purchase; Companies without coffee subsidy for its employees may avail of NESCAFE Automatic Vending Machines at no cost to them. “We have a wide-range of products, systems and solutions to cater to all the needs of the office-coffee market,” Dimaiwat said.
NFS AVM-OCS channel’s service to the account doesn’t end with providing the machines. They also extend value-added services such as, QA and Hygiene trainings / workshops on the proper handling and maintenance of the machines to achieve a hygienic and pest-free environment. They also offer free quarterly preventive maintenance services. Moreover, if the machine ever breaks down, they have a customer care hotline for emergencies and quick-reaction service teams to meet the demands of the customers.
AVM-OCS has recently launched its first major promo – Vend, Text and Win – where lucky vending machine patrons can win cell phones, an entertainment showcase, a vacation package and thousands in cash prizes. Currently operating in GMA, CALABARZON and Cebu, the AVM-OCS is looking to expand to the Central Luzon area and tap the businesses in Subic, Clark and even Baguio. “We are ready to expand as long as there is an opportunity,” said Dimaiwat. “Our vision is to be the top-of-mind, most preferred office coffee provider in the country.”
For further inquiries about the services of the NESTLÉ FoodServices AVM-OCS Channel, please call Mr. Richie Sta. Ana or Andy Coscolluela at 898-0001.