A bit of history

In 2015, IIM graduates Chandrashekhar Gade and Nitin Kaushal entered the Indian milk market to address a gap in purity and freshness. They observed that consumers doubted milk quality despite the market's size and established players. People in India are very worried about the purity of what they consume, and no parameters allow consumers to believe the purity of the milk they are buying. 

Starting in Delhi NCR and Pune, they offered pure milk and expanded to locally sourced products like bread, ghee, and paneer. As their market grew, they expanded to Jaipur, Bangalore, and Mumbai, leveraging new technologies and marketing methods to build a sustainable business. Their focus was on ensuring product purity and gaining consumers.

The company takes pride in delivering minimally processed food essentials daily, sourced directly from farmers across the country. This enables families to eliminate preservatives and adulterants from their diets.

The Country Delight business model

Direct-to-consumer (D2C) model, along with subscriptions

Eliminating middlemen to deliver fresh dairy and farm products directly to customers' doorsteps. Customers subscribe to a regular delivery service, ensuring a consistent supply of fresh products. Subscriptions can be customized based on the quantity and frequency of delivery.

Tech-enabled operations

Utilizes technology for order management, logistics, and customer interaction. The mobile app facilitates easy subscription management, order placement, and customer support.

Quality Control

Emphasis on high-quality, fresh products sourced directly from farmers. Products undergo rigorous quality checks to ensure freshness and purity.

Local sourcing

Partners with local farmers and producers, ensuring fair trade practices and supporting the local economy.

Sustainable product range

Focuses on sustainable farming and eco-friendly packaging. Encourages recycling and reducing carbon footprint. It offers a variety of products, including milk and dairy products (like paneer, ghee, and curd), as well as other farm-fresh items such as fruits, vegetables, and eggs.

Customer engagement around health and wellness

Engages with customers through regular updates, educational content about the benefits of fresh products, and transparency about sourcing and production processes. Promotes the health benefits of consuming fresh, unadulterated products.

Innovative delivery system

Uses a robust delivery network to ensure timely delivery. Employs refrigerated transport to maintain product freshness during transit.

Customer feedback loop

Actively collects and acts upon customer feedback to improve service quality and product offerings.

But what was hampering Country Delight’s customer communication experience?

Country Delight faces several customer communication challenges when reaching them via phone calls. One primary issue was the calls not being identified, leading to high call rejections or customers not answering. Accurate caller identification is crucial, resulting in fewer answered calls. This issue also impacted customer trust and credibility, as incorrect or inconsistent caller information made customers hesitant to engage. Additionally, some customers have settings that automatically block unknown or suspected spam calls.

How Truecaller Verified Business Caller ID enhanced Country Delight’s customer communication experience?

They were looking to enhance their communication experience and reach customers with credibility. They have a presence in all major metros and tier 2 cities, so they went ahead with our solution, considering our extensive user base (380 million active users) across India. 

Country Delight approached us for a solution to enhance their customer engagement. Our customer success team, in collaboration with their CX team, implemented the Verified Business Caller ID and its various capabilities;

Thanks to the clear visibility of the brand name and logo, customers could easily identify calls from Country Delight's support team. Verification badges and business category tags add trust and safety to the calling experience.

By displaying the Call Reason, Country Delight sets the right customer expectations even before the call is answered. The support and service teams can customize the Call Reason for different customer segments and campaigns based on detailed performance reports available on our dashboard.

Country Delight has also strengthened its brand trust and identity with our Video Caller ID capability. This enhances their verified caller ID with business use case videos, delivering a more engaging and lively customer-calling experience.

Result - Efficient communication for Country Delight users

Since partnering with Truecaller for Business, Country Delight has consistently achieved a calling efficiency of 70%. This has enabled them to seamlessly connect with customers and deliver food essentials, even in the most remote regions of India. By reaching these deeper markets, Country Delight has expanded its customer base and created a larger market for local farmers. This partnership has enhanced their operational efficiency and strengthened their commitment to supporting the farming community.

Here’s what Piyush Kaushal, Head-Customer Relations at Country Delight, had to say about our successful partnership: