Expert Recall

One of the world’s largest chains of quick-service restaurants experienced a recall on a signature menu item and attempted to notify its stores about immediate removal of the product. Unfortunately, the company discovered its internal communications process was flawed, as over 50 percent of the stores were still serving the affected product following the initial notification. However, by utilizing an ExpertRECALL™ system, 94 percent of all the chain’s restaurants removed affected product in 24 hours or less.

The Stericycle ExpertRECALL team designed a system to meet the specific needs of the restaurant chain.

• ExpertRECALL worked with the restaurant organization and its distributors to develop an automated outbound/inbound telephony system that is capable of alerting all affected personnel, stores and distributors. The two main elements included a secure interactive voice response (IVR) system and website.

• A 1-800 number was established so that team members could access updated information, report affected products and order replacement inventory. The IVR system allowed the franchisor to notify, prioritize and collate information within hours, as opposed to days. Further, distributors could remove affected products and replace inventory even if the event expanded while the product was in transit.

• A secure website allowed distributors to pull restocking information for their affected stores. As such, the franchisor was able to manage the entire event over the Internet.

ExpertRECALL’s system is so efficient and cost-effective that the franchisor routinely employs it for non-critical communications as well.

Protecting People – Reducing Risk