Q&A with the marketing manager of Fresh Dairy on how Fresh Dairy has developed innovative strategies to reach customers during this 2nd lock down

During the ongoing 2^nd lock down aimed at curbing the further spread of the COVID-19 pandemic in Uganda, Fresh Dairy has come up with various innovative strategies to ensure that consumers still have access to their favourite Fresh Dairy and Brookside products.

1. Tell us what strategies Fresh Dairy has put in place to ensure that consumers still have quick access to your products during the ongoing 2^ndnation-wide lock down.

Fresh Dairy has from time memorial understood that customer is king. As a brand, consumers are our business. Without them, we would not be the successful company/ brand we are today. In such a time with so much uncertainty, Fresh Dairy has come up with innovative strategies that enable our consumers access and learn about our products from the comfort of their homes or work places such as introducing a home delivery service, sustained timely digital/ social media updates, and also ensured that our highly publicized customer care toll free line/team are available during official working hours to address any consumer inquiries.

We have also publicized our agent contacts that deliver both Fresh Dairy and Brookside products within a day of placing the order because they are located within the vicinity of consumers since they are location specific.

2. Tell us more about your heightened home delivery service during the ongoing 2^nd lock down?

Fresh Dairy has heightened its free home delivery services dubbed ‘#Staysafe #Stayhealthy’ for both its Fresh Dairy and Brookside products. #Staysafe #Stayhealthy is a home delivery solution that uses Vans, Tuk Tuks and Motorbikes, aimed at ensuring that consumers enjoy greater convenience and safe product transportation using our door to door home delivery services being heightened during the on-going 2^nd lock down, in the wake of surging COVID-19 cases in the country. This home delivery service comes at no extra cost to the consumer.

3. Is the home delivery service accessible countrywide?

The Fresh Dairy ‘#Staysafe #Stayhealthy’ home delivery service is available to all customers countrywide, with a primary focus being Kampala and Greater Kampala areas of Entebbe, Wakiso and Mukono districts. For upcountry customers, they are encouraged to call our customer care toll free line on 0800100020/21 or WhatsApp 0715744664 all throughout the day (Monday to Saturday, 8am to 5pm) to place their orders that come with free delivery.

4. Tell us how Fresh Dairy has used digital/ social media platforms to reach out to consumers during this 2^nd lock down?

At Fresh Dairy, we value the power of digital/ social media and have been tactical about how our brand appears online across Facebook, Twitter, Instagram and Google. During this 2^ndlock down, we simply accelerated what we had started years back by strategically focusing Digital content on home delivery which we believe is a core need for consumers at the moment. We believe that reminding consumers to eat healthy during such times is key, hence the home delivery solution for our products that are not only healthy but nutritious too.

Our product range includes Fresh milk, flavoured milk, Long life or UHT milk, milk powder, Yoghurt (both flavoured and Brookside fruit yoghurt), Butter, Ghee and Fresh Cream. All Fresh Dairy and Brookside products are nutrient-rich with Energy, Carbohydrates, Protein, Fat and Calcium among others.

Further still, our social media platforms are active 24/7 and consumer queries and issues are addressed on a personal one to one basis to ensure customer satisfaction each time.

5. How has Fresh Dairy ensured that consumers have all – day readily available customer care service during such a time?

Fresh Dairy has a dedicated customer care team whose main role is to address consumer inquiries, share information about both Fresh Dairy and Brookside products as well as take orders. By helping customers understand our product better and also address any arising matters, there is a guaranteed deeper consumer relationship and sustained in turn sales from an informed perspective.

Using our customer toll free lines 0800 100 020/21 or Whatsapp 0715 744 664, consumers can reach us easily from the comfort of their homes or work places without having any physical contact.

6. Is the home delivery solution free?

Fresh Dairy’s home delivery solution ‘#Staysafe #Stayhealthy’ is free and available to all customers in Kampala and Greater Kampala areas of Entebbe, Wakiso and Mukono districts from Monday to Saturday, 8am to 5pm. For upcountry orders, customers are still encouraged to call our customer care toll free line on 0800100020/21 or WhatsApp 0715744664 to place their orders, that will be handled by our agents countrywide.

7. Lastly, where can one find Fresh Dairy and Brookside products during the ongoing 2^nd nation-wide lock down, if they don’t order through your customer care?

We appreciate that some customers still don’t have the liberty to make phone calls or place orders via our digital media channels, we have therefore accelerated stronger relationships with our distributors and retailers countrywide to ensure that all Fresh Dairy and Brookside products are accessible closest to your nearest shop, duuka, kiosk and supermarket countrywide to avoid long distance movements.