TCG
Managing Brand Customer Experience through Remote Audit

Regional markets are huge, but not big enough for many business owners. For these entrepreneurs, the world’s their oyster, providing them with greater expansion and growth opportunities.

However, going global can be daunting for many, leaving them in a tough spot to maintain the same DNA across their point of sales and ensure better customer experience. They typically need an auditor or supervisor to visit their stores in multiple locations, manually verifying that the established standards are properly executed.

But how efficient and convenient would this archaic model be for a global fast-food restaurant giant like McDonald's, with over 38,000 locations in over 100 countries?

Having worked as the regional retail director at Tommy Hilfiger, Roberto del Rio Cambara better knows the pain of traveling miles to identify and resolve merchandising issues in stores that weigh down their customer experience. Dedicated to ending this tedious process, del Rio established TCG, a specialist in helping businesses measure and manage their brand customer experience with remote audits. Accompanied by its partners, Francisco Rauld and Michelangelo Troncossi, TCG today operates in more than 25 countries with clients such as Procter& Gamble, Unilever, Pepsico, McDonalds, Bayer, Duracell, Estee Lauder and Walmart.

“At TCG, we seek information and display clean, friendly, and accurate data by leveraging our robust technology at any location, be it physical or digital,” says del Rio, CEO of TCG.

TCG’s technology solutions use AI and human intelligence to gather and validate data from each touch point in the customer journey. It has developed a stateof- the-art data-capturing solution, TCG Scout App, which helps efficiently transfer brands’ DNA and measure their service blueprint. Once the data is gathered, its intelligent remote data verification and calculation system, TCG Teleaudit®, allows for measuring and managing their DNA. This next-gen solution can deliver periodic tasks to the staff to measure and control critical aspects of the customer experience. Needless to say, it serves as a virtual supervisor, remotely auditing all touch points in the customer journey and service protocols.

For example, if a manager marks the task ‘to clean the counter’ completed, Tele audit audits the photos to approve or reject the task and gives feedback on whether the store is meeting the brand’s DNA standards.

An effective tool to boost perfect stores, TCG’s solution suite provides businesses with complete control of their merchandising team, automated planogram, and share-of-shelf evaluation and market data. Clients can easily manage brand directives, including images of their stores, merchandising, staffing, inventory, and checklists, while auditing their point of sales with its Scouts partners. It helps them measure the key points of contact and experience in the customer journey from a third party or customer’s perspective using mystery shopper services provided by its Scout partners.

At TCG, we seek information and display clean, friendly, and accurate data by leveraging our robust technology at any location, be it physical or digital

TCG goes the extra mile to incorporate a reward system into its solution suite, helping businesses enhance their staff performance and achieve complete engagement.

These success stories are a testament to TCG’s expertise in the industry and beyond, making it a go-to partner for clients with its highly accurate, easy-touse, and secure solutions. It prides itself on being among the first five companies with ISO27001 certification for data security regulations. An agile firm, TCG is adding features to its solutions and modifying existing capabilities to expand its reach into various industry verticals and markets, including the U.S.