BPMM 3113 BRAND MANAGEMENT

SEMESTER A181

MARRYBROWN

GROUP ASSIGNMENT

Submitted to:
DR. NORMALISA BINTI MD ISA

GROUP B

Prepared by:

NAME MATRIC NO.

VIDYA 245920
LIM CHIEN MYIN 248280
GIAN YONG SOON 254132
BEH JIAN WEI 254421
MOHAMAD NAJIB BIN
247706
SAMAT

DATE OF SUBMISSION:
17th NOVEMBER 2018

UNIVERSITI UTARA MALAYSIA (UUM)

SINTOK, KEDAH, MALAYSIA.
Table of Contents

SECTION 1 .................................................................................................................. 1

Company’s Background, Vision and Mision .......................................................................... 1

Brand Objectives........................................................................................................................ 2
Brand Background ..................................................................................................................... 2
Consumer Analysis.................................................................................................................... 4
Brand Inventory .......................................................................................................................... 5
Point of Parity ............................................................................................................................. 1
Point of Difference ..................................................................................................................... 9
SECTION 2 ................................................................................................................ 12

New brand marketing programs ............................................................................................ 12

SECTION 3 ................................................................................................................ 13

Two recommendations to measure the performance and indicators............................... 13

Enclosed Written Rubric ........................................... Error! Bookmark not defined.
SECTION 1
Company’s Background, Vision and Mission
Marrybrown, winner of numerous domestic and international franchise industry
awards, is proudly Malaysian-owned and has over 30 years of franchise experience under
its belt. The home grown fast food chain is currently the world’s largest Halal Quick Service
Restaurant (QSR) brand originating from Asia. MARRYBROWN has a strong
international presence with outlets operating in Malaysia, China, Indonesia, India, Sri
Lanka, Maldives, Africa, the Middle East and Myanmar.
The halal menu features a wide variety of tasty meals including Crispy Chicken,
Delicious Satay Burger, Nasi Marrybrown, Speciality Wrap, Fish ‘n’ Chips, Mi Kari,
Chicken Porridge, finger foods, salads, fun fries and a range of hot and cold beverages and
desserts are the only one of its kind in town and really “something different for everyone”.
Marrybrown, was founded in 1981, as a restaurant company that operates and
franchises Marrybrown restaurants, through 15 countries throughout Asia, Middle East,
and Africa. Marrybrown is among the nation’s leading fast-food chains, with more than
130 quick-serving restaurants in Malaysia and more than 350 international restaurants. As
the first major fast-food chain to develop and expand the concept of “some different
experiences”. Marrybrown has always emphasized on halal products serving millions of
guests world-wide.
As a winner of numerous awards, Marrybrown is fast expanding internationally
ensuring that Marrybrown becomes a global food service organization and a worldwide
brand. Marrybrown pioneered a number of firsts in the quick-serve industry. It was the first
major fast-food chain that introduced menu items that are now staples on most fast-food
menu boards, including Rice based products, Chicken Porridge, Sate burger and Curry Kari.
Today, Marrybrown offers a broad selection of distinctive, innovative products
targeted at the fast-food consumer. Chicken represents the core of the menu, including the
signature Lucky Plate, Chicken Porridge, Nasi Marrybrown the 100% Black Pepper
Chicken-A-Licious. And, because value is important to fast-food customers, the company
also offers value-priced products on “All-Time snacks,” including muffins, burgers.

Vision
“To be a national restaurant company of most admired brand – through the power of our
people and our culture”.

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Mission
Passion for our brand
Food Quality and Safety
Continuous Improvement and Innovation
Care & Respect and Personal Accountability
Excellence in Customer Service
High Standards in Personnel Growth and Development through Consistent Training
Excellence through High Q.S.C.V

Brand Objectives
To introduce and create awareness to the consumers that Marrybrown restaurant is a local
delight restaurant. Besides, the products are authentic, fresh and delicious than the
international fast- food restaurant. Not only that, the perception of customers is needed to
be changed to be more positive towards the brand of Marrybrown. The locals also needed
to be exposed that there are trusted and reliable local delight in the market. The trust of the
local customers is needed to be gained as Marrybrown is originated from our very own
country, Malaysia.

Brand Background
Marrybrown is a junk food eatery that come to be synonymous with lip-smacking
nourishment and all round family amusement. Marrybrown mark is established in 1981 by
a Malaysian couple Lawrence Liew and Nancy Liew. The brand is situated in Malaysia and
is en route to turning into a world brand. Marrybrown currently has 350 outlets all through
South East Asia. One of MarryBrown's centre qualities is to always enhance and bring
'Something else' to the table. MarryBrown's Juicy Fried Chicken and wickedly delish
burgers have kept families and youngsters bolted consistently.
Marrybrown is an outstanding effective establishments situated in Malaysia. It has
earned a great deal of honours for its diligent work to wind up an effective brand. Indeed,
even F&B establishment Malaysia are urged to pursue the fruitful stride of Marrybrown.
Presently Marrybrown has more than 350 outlets all through Malaysia and South East Asia.
Be that as it may, Marrybrown is currently in declining phase of its item life cycle. This is
because of overpowering development of International Fast Food eatery in Malaysia. No
one would have envisioned or imagined that a brand that began in Johor Baru in 1981 would
end up one that all Malaysians can be glad for. Marrybrown Fried Chicken Sdn Bhd,
administrator of Malaysia's biggest home-developed junk food eatery network, started at a
little shop lot in Jalan Wong Ah Fook.
Throughout the most recent 28 years, Marrybrown has wandered into different
nations, demonstrating that a Malaysian brand can have an effect in the worldwide marking

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crew. By and by, there are more than 250 organization possessed and diversified
Marrybrown outlets in Malaysia, China, India, Sri Lanka, United Arab Emirates, Saudi
Arabia, Bahrain, Kuwait, Qatar, Tanzania, Iran, Syria and Azerbaijan. It is easy to articulate,
simple to recall and has a universal interest, as demonstrated when we showcase the brand
abroad she said in a meeting with StarBizWeek. Liew says dissimilar to in the design or
beauty care products business where brands can now and again be a bite or difficult to
articulate, it is a major NO in the drive-thru food industry. She says a large portion of the
universal drive-thru food brands have a tendency to be three-syllable, for example, KFC,
Burger King and McDonald's, as is Marrybrown. Liew says when she began the junk food
business; many were distrustful her seared chicken outlets would do well or even survive.
This was on the grounds that around then, a US-based drive-thru food chain offering
seared chicken was at that point a commonly recognized name in Malaysia, having been in
the nation 10 years sooner. "Thus, we must be extraordinary. Rather than browned chicken
and burgers, we additionally offer neighbourhood top picks, for example, satay, nasi goreng,
nasi lemak and rice porridge," she says. Liew says the neighbourhood dishes are
demonstrated primary attractions on the menu as well as mainstream among clients at its
abroad outlets. Aside from the Malaysian dishes, its diversified abroad outlets additionally
offer most loved nearby dishes from the nations in which they work, she includes. In the
interim, business improvement administrator Joshua Liew says the organization will open
four new outlets this year, one each at the Low-Cost Carrier Terminal in Sepang and
Kuching's Satok one month from now, Penang Times Square in March and Ivory Tower
Penang in April. By and by, there are 112 Marrybrown outlets in Malaysia, of which 80%
are diversified.
The abroad outlets are produced by its lord franchisees. "This year we are opening
in Indonesia, Maldives, Kenya, Morocco, Senegal, Jordan, Turkey, Egypt and Oman," says
Joshua. He says the Middle East locale is the most encouraging for diversifying business
and Marrybrown will expand its outlets there to somewhere in the range of 80 and 90 by
year-end from 47 now. Joshua says being a halal Malay-sian mark enables the organization
to persuade ace franchisees particularly in the Middle East. For quite a long time, clients in
these nations have just known cheap food eateries items and brands from Europe and the
USA, he says. "Criticism from our lord franchisees in the Middle East shows they are more
open to managing Malaysian organizations as we are dependable and solid," says Joshua.
He said the following business sector for Marrybrown is the African landmass the
same number of huge young men in the cheap food business are not quick to go there. "In
any case, to us, the African mainland resembles a harsh jewel holding up to be cut and
cleaned for the sparkle and shimmer to rise," says Joshua.
Marrybrown’s marketing environment differs in Malaysia and other countries
because of its brand image. Marrybrown’s Brand image sounds better than its competitors
in Malaysia but in other countries it does not have high brand image. Global competitors
like McDonalds and KFC are targeting all types of customers in market but considering
Marrybrown it highly targets halal food customers. In other case, Marrybrown is the only
fast food chain serves rice base products and noodles in fast food industry which attracts
Asians quickly. Price which separates Marrybrown from all other fast food chains because
of its low price and high food quality. Globalisation of Marrybrown needs to be improved
in various ways. It mainly concentrates in Asia and Middle East countries not in Europe,

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Africa and American countries. Marrybrown may think about its economy but when
compare to Asians, Europe and American peoples eats more fast foods. So it needs
tooperate in these continents then only it gets global brand name. Marrybrown concentrates
its customer requirements and culture then only it maintains its value in Islamic countries.
Technically it needs more improvements on production and management sections.
Marrybrown needs to change its restaurant modes depend on the location like eat-in, take
away, drive thru then only increase its franchises will automatically results profit and sales
growth.

Consumer Analysis
The current consumers age range is within five years old till fifty-five years old.
The gender varies as male and female. The occupation that they occupy is either a student,
employed or unemployed. The income range is from RM 500 to RM 5000. The race of
consumers that comes to Marrybrown is all of them, there is no specific race that does
choose to come here. The geographic location of this brand is all over the urban area and
also sub-urban area. The perception that plays in the mind of the consumers is that they can
enjoy eating meals outdoors with the family or by them alone. The information of the
Marrybrown brand can be known by consumers from newspapers, social websites or
YouTube.
The motivation that drives them up is that unique local food twist which could
savour the taste buds of the locals. The lifestyle which grouped them in is as love hanging
out with the loved ones, friends or families. Malaysia’s food and beverage sector is
influenced by the lifestyle shift and global markets influence. Consumer awareness in
nutrition value has created a market that gravitate toward products that promote health and
sustainability. Consumer demands for natural and less processed food and drink are forcing
companies to remove artificial ingredients. As the adage concerning beauty goes, “it is
what’s on the inside that counts.”
Consumers are recognising that diets can connect with the way they look and feel.
This places new emphasis on packaged products that are formulated to help people’s
physical appearance as well as their personal wellness, creating a market for products
enhanced with everything from collagen to probiotics. Besides that, the food and beverage
industry is going online. Apps and delivery services are transforming consumers’ access to
deals, niche offerings and even full meals. Most of the fast food industry now offers
delivery services. Consumer just need a few clicks and all they need to do is to wait the
services arrive to their door. Marrybrown is giving its purchaser a wide determination of
menu. It offered seared chicken, neighbourhood taste sustenance delights, burger, snacks
and some more.
Marrybrown as a rule situated in urban territory, it served its client quick and can
pick the alternative of eat in and eat out. Marrybrown staff have experienced preparing and
will served you pleasantly. Due to the solid contender, for example, KFC, Marrybrown
items are intensely estimated contrasted with some other cheap food eatery. because of
busier way of life, the commercial centre itself is supporting drive-thru food eatery network.
This is a direct result of the snappy serving and cool room offered by the cheap food eatery.
Customer can feast in or out and can have their dinners arranged quick. Other than that, the
cheap food eatery network is expanding quickly. This expanded the straightforwardness to
access to the drive-thru food eatery. Be that as it may, because of the raising of wellbeing

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mindfulness, more buyers are going into natural items. Subsequently, purchaser will
probably eat well sustenance than eating fatty

Brand Inventory
Marrybrown has done their promotions and advertising through television, radio,
and also through social medias. Some of their successful adverts are as Contest “M.M.M...
Makan. Menang. Main”, Marrybrown TVC Oleraya, Contest Marrybrown Eat for Cash and
also Contest Car ‘n’ Cash. All these were done as an initiative to promote the brand all over
Malaysia and to get the locals know about Marrybrown. The locals had participated all the
contest and dined in the Marrybrown. This indirectly drives the mission of letting them
experience the cuisine of Marrybrown.
Not only that, Mrrybrown has also done its branding at the Franchise International
Malaysia Exhibition 2012. Marrybrown has partaken in the Franchise International
Malaysia (FIM) 2012 article which occurred at the PWTC, Kuala Lumpur from 6 July to 8
July 2012. FIM 2012 displayed a broad line up of exhibitors speaking to a wide cross-
segment of the diversifying business. The composition likewise united the neighbourhood
and abroad diversifying networks which incorporate franchisors, franchisees, specialists
and also would-be franchisors and franchisees. This was one of a huge step in the cycle of
Marrybrown.
This has encouraged massive attention of the local businessman to come across of
the idea of being a franchisee of Marrybrown. They also had Marrybrown and the Rotary
Cub Charity Run which was held to do their part of their corporate social responsibility.
This fund-raising charity run to support community services and charitable projects to be
undertaken by the Rotary Club among them as cataract remedy or operations for low-
income groups in rural areas in association with the Ministry of Health's Ophthalmology
Department. The run is also to contribute solar lighting system for rural longhouses and
communities in Kanowit & Bintulu areas.
Not least, the run also aims to provide school kits for selected students from poor
families from urban as well as rural communities. Thus, aims for sponsorship or
organisation of Rotary Youth Leadership Camp to provide leadership development and
training for Interactors from School Interact Clubs sponsored by Rotary Club. Marrybrown
had also Marrybrown All-Star Competition 2012 which was to held the attention of the
locals towards Marrybrown.
Lastly, in term of publicizing and advancement, Marrybrown for the most part
convey messages and impact to buyers by alluding to are sites, daily papers, magazines and
internet based life, for example, Facebook and Twitter. Along these lines, buyers will be
all the more rapidly and quicker to get any data from the organization

Point of Parity:

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 Characteristics Marrybrown KFC McDonalds

Serving Fast Food Mainly serve rice Mainly serve fried Mainly serve
based dishes chickens burger

Global Fast Food Serve in Asia and Serve Globally Serve Globally
Chain Africa

Market Target All types of people

Price Range Between RM 5 - 20 per set

Explanation:

1) Serving Fast Food

As we known that, Marrybrown is one of the franchise which selling the fast food in
Malaysia. They mainly sell rice-based dishes such as Nasi Marrybrown, Nasi Kari
Kapitan, Chick-O-Rice and also other menu such as fried chickens, burgers and
beverages. KFC is a well-known fast food franchise around the world, they mainly sell
fried chicken which have original favourite and hot-and-spicy favourite and other menu
such as burger and rice set. At some period, they will provide some special menu such at
tom yam favourite fried chicken, cheese fried chicken and other more. McDonalds also
one of the fast food franchise who been known globally. They mainly sell burger such as
McChicken, Spicy Chicken McDeluxe, Big Mac etc. After than that,they also sell fried
chicken and coffee

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2) Global fast food chain

At 2018, Marrybrown is current available in most Asia country such as China and India
and also available in Tanzania, the only Africa country. At the future, the company is
planning to expand the market to other country which in Europe area.For KFC, they are
available in all around the world include Japan, China, Great Britain etc. At different
country, KFC will serve different types of dishes based on their culture which is suit for
regional tastes. For example, KFC sell chicken livers and gizzards in USA but not sell in
Malaysia. McDonald is also available in all around the world such as China, India and
Australia. Same as KFC, McDonalds is also serve different types of dishes in different
country. For example, they sell McRice in Indonesia and prawn based dishes in Japan.

3) Market Target

As we know, fast food mostly is for the person who is rushing to job or need to have the
meal as soon as possible. These three companies also the same, which serve the food for
the people in all age group which want faster meal. Marrybrown basically serve the
person who want to eat rich based dishes and the kids due to the kids meal is offer to
children and a playground which build in the franchise to let children play inside. KFC
mainly serve to the person who like to eat fried chicken because they have various types
of chicken and also family due they have a family feast combo set. Previously, KFC have
sold the Kids Meals in Malaysia but been cancel due not popular as McDonald. For
McDonalds, they mainly serve to the person who prefer burger most because they provide
various types of burger set. Beside that, McDonalds also serve Happy Meal which is for
children because Happy Meal provide a free toy which the children be keen on.

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4) Price Range

For these three franchises, their meal price is not expensive and considerable.The price
between meal set (for one person) is between RM5 to RM20. Some of the franchises will
also sell at lower price on specific time especially lunch and dinner. Marrybrown sell
Nasi Marrybrown set around RM11 and Nasi Ayam MB set is around RM12. Although
the price is more expensive compare to other two franchise in almost same dishes, but
Marrybrown provide more fullness to us compare to them. For KFC, they sell Snack Plate
which have two pieces of chicken at the price around RM14 while they sell Dinner Plate
which have three pieces of chicken at the price around RM17. Both of them have provide
a beverage, a mashed potato, a bun and a coleslaw. At lunch or dinner, KFC will sell
these menu in a lower price which is RM13 and RM16 respective. McDonalds they have
sell different types of burger, so each of their price is different. McChicken and Flith-O-
Fish is sell at the price around RM9 each set while GCB is sell at the price around RM13
each set. The customer can add the menu which let beverage and french fried become
larger and more and just need to add additional RM2.

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Point of Difference:

Point of Differentiation: Competitors:

Marrybrown KFC McDonalds
1.Promotional strategy: lack Efficient promotional Mass promotional strategy
of promotion strategy in broadcast and print
media.
2. Flexibility of menu choices: Limited of choices Variety in burger sets such
variety of choices include which include KFC as Big Mac, Double
Burger combo, special combo, bucket meals, box Cheeseburger , Mc
classics combo, happy sharing meals, zinger burger, Chicken, Filet-O-Fish, Mc
meals, side orders and kiddy family sets and side Veggie, GCB, McChicken
meals. orders. New items such deluxe, Spicy chicken
as KFC Chizza, zinger McDeluxe. Also include
waffle burger and etc. McNuggets, Ayam Goreng
McD, Happy meals and
desserts.
3. Efficiency: more than 138 In 2017, there were In 2017, there were 37,241
restaurants locally and over 21,487 KFC restaurants McDonalds restaurants.
350 international outlets. worldwide. Worldwide.
4. Brand positioning: weak, Strong, customers are Strong, customers will
customers not always think very familiar with KFC recall about McDonalds
about Marrybrown when they and automatically think when they want to
want to consume fast foods. about it as they want to consume fast foods.
eat fried chicken.

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Explanation:

1. Promotional strategy: Promotion has playing a vital role in creating awareness and
also help to promote the company’s product and services to the target market in
order to attract attention and stimulate purchase decision. In this case,
Marrybrown have lack of promotion compare to the competitors like KFC and
McDonalds. Marrybrown seldomly make advertisements in Tv or any print media
so normally people will not think about it over the time. Not only that, the
advertisements that advertised by Marrybrown is not attractive and not interesting
enough so it cannot help to boost the sales of Marrybrown. For KFC, it has an
efficient promotional strategy to promote by using creative advertisement in TV
commercials, we can always see the advertisements of a family enjoy the crispy
chicken and sharing the fun moment in the Tv, whereas for McDonalds, it using a
mass promotional strategy to promote the product to the public by using social
media, tv commercials, radio and also print media. Sometimes, McDonalds will
make advertisements in the billboard beside the highway or main roads that near
to the McDonalds outlets in order to remind people that McDonalds is here!

2. Flexibility of menu choices: Fast food restaurants always offer with a variety of
selection for people to select the best one that satisfy them. Marrybrown offer a
variety of choices include burger combo, special combo, classics combo, happy
sharing meals, side orders and kiddy meals in the menu. Marrybrown is a local
fast food restaurant, so it offers local delight food in the classic combo such as
porridge, mi kari and nasi lemak Marrybrown. Unfortunately, this type of meals is
not really aware by the people and not have a good positioning in the people mind.
For KFC, there is not much items offer in the menu compare to the Marrybrown.
It only includes KFC bucket meals, box meals, zinger burger, family sets and side
orders. It is all about the crispy chicken but it will come out with some new
flavour seasonally such as tomyam, cheesy, salted egg and etc. For McDonalds,
there are a variety of burger can be chosen from the menu. People who really like
to enjoy hamburgers will automatically switch to the McDonalds. Besides that,
McDonalds also offer Ayam Goreng McD, nuggets, desserts and Happy meals
with different cartoon series to the target market. It really suitable for the family to
dining there.

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3. Efficiency: The word “fast” in fast food is the basis for differentiation for
companies that offer and promote convenient, efficient service experience.
Marrybrown only have more than 138 restaurants to serve the local market and
over 350 international outlets. This will make it inefficient to meet the demand
because people cannot easily find the Marrybrown restaurants at anywhere. Not
only that, there are also many complaints from the customers complaint about the
staff in Marrybrown provide bad service to the customers. For KFC, there were
21,487 KFC restaurants worldwide so the customers are very convenient and
easily to find out the restaurants inside the shopping mall or at the business
districts. For McDonalds, the Efficiency is central to differentiation strategies used
by McDonalds. There were 37,241 McDonalds restaurants Worldwide so the
customers are very easily aware about McDonalds restaurants. The company
routinely locates restaurants just off of highways exits or in well-traveled business
districts. Additionally, the company stresses its fast ordering process by hiring
quality workers, paying them fairly and motivating them can help the fast food
owner compete on efficiency.

4. Brand positioning: Brand positioning is important as it help to convey the

company’s offer and image so that it occupies a distinct and valued place in the
target customer’s mind. In this case, Marrybrown failed to create a strong brand
positioning in the mind of customers. This is because customers not always think
about Marrybrown due to the service, quality and promotion problems. For KFC,
the brand has successfully created a strong brand positioning in the customer’s
mind because customers are very familiar with KFC and automatically think about
it when they want to eat crispy fried chicken while not Marrybrown. Not only that,
KFC also have a good promotional strategy so the brand are easily resides in the
mind of the customers. For McDonalds, the brand also created a strong brand
positioning in the customer’s mind as customers will automatically think about
McDonalds when they want to consume fast foods.

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SECTION 2
New brand marketing programs

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SECTION 3

Two recommendations to measure the performance and indicators

First recommendations :

The first proposal to measure Marrybrown's performance is related to their Customer-

focused performance. Finding and maintaining customers is an important task for every
business. Customer satisfaction is a major predictor for repurchasing and it is influenced
by explicit performance of the product, value and quality. Loyalty is basically measured
when a customer recommends to a friend, family member about given product. Therefore,
Marrybrown company should look for business areas and start measuring and analyzing.
the company needs to know as much as possible about their customers as to maintain
customer loyalty and to find new customers should have quality inputs and information in
order to maintain the reputation of the company.

The method that can be used is to get feedback from customers. Feedback is important
because the more they know about what their customers think and want, the easier it is to
meet the growing number. this company should look for various ways to capture this
information by using a customer-focused KPI. To measure customer-oriented business
performance, Marrybrown's main performance indicators (KPIs) should also be customer
oriented. Some metrics that can be made are:

 customer satisfaction score - measure the level of satisfaction with the service and
product provided to the customer
 Promotion score given - knowing whether promotion via set or ala cart is in line
with customer's wishes
 response time to prepare food - knowing how fast food is served to customers
 Response time to complaining - reaction speed is a great market for customer
satisfaction
 customer retention rates - your ability to keep customers from time to time
 quality of service - including reliability, assurance and responsiveness
 employee engagement - staff motivation can affect quality customer service

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 Key performance indicators are known as KPIs that help the company measure and
evaluate the effectiveness of solutions, functions and processes within the company. KPI
takes into account business strategic goals and measures performance against specific
targets, defined from a strategic, planning or budget perspective. Measuring KPIs can help
determine whether a company may achieve the goal to achieve. Marrybrown has its own
uniqueness compared to other competitors. Choosing the right KPI and using it effectively
will help improve business performance.

Second recommendations :

For the second proposal, the company will measure employee performance levels
as employees also play an important role in maintaining the company's reputation.
Marrybrown has grown rapidly to the international level and because of that the number of
required workers will increase. every department should play an important role and must
have the goal to achieve. Therefore, the assessment of each employee should be taken to
ensure that they reach the set SOP level that have been set.

To measure the achievement of Marrybrown's superiors can use the method by

measuring through meetings and assessments. Informal meetings and more formal
assessments provide a means of monitoring and promoting the progress of individual
workers who are very practical and direct. They allow for mutual exchange of views with
each other frankly by all parties. Alternatively, they can also be used to drive productivity
and performance through the targeting of employees' targets and measuring progress
towards their achievement.

Frequent staff meetings can also be a very useful way of keeping the level of
effectiveness and wider development throughout the company's business. By holding this
meeting, it can provide an early indication of important concerns or developments that may
take some time to attract the party management team boss.

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 Furthermore, in order to measure the level of subordinate employees management
can measure with the achievement of attendance. subordinates play an important role as
they are the last person to serve the product to customers. commitment to work should be
strengthened and if the calculation of the minutes of time or illness is high, it may affect
the other workforce. Measuring a reasonable presence for sensitive time and location. If
employees have a flooded customer queries, they expect your customer support
representative to be available. If not, the response time and customer experience may suffer.

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