Bath & Body Works Wins 1to1 Impact Award
for Technology Optimization
Technology Partner Astute Solutions Enables
Company's 360 Degree View of the Customer
COLUMBUS, Ohio, March 6, 2007 - Driving profitability by delivering exceptional customer
service earned Bath & Body Works the 2006 Peppers & Rogers Group 1to1® Impact Award for Technology Optimization. The
company partnered with Astute Solutions to execute its winning strategy.
Presented by Peppers & Rogers Group's 1to1® Media division, the Impact Awards honor end-user
companies whose customer-based strategies create bottom-line impact. Technology Optimization winners were chosen
based on the best use of a customer-focused technology, and the strongest results realized by using it.
Selected for its service focus, Bath & Body Works implemented Astute Solutions' ePowerCenter™ to
gain powerful capabilities. It enables the company to generate customer insight and business intelligence in real
time for integration into its business practices, processes and products. Combined with Bath & Body Works'
consumer-centric strategy, the optimization of this technology is behind high-impact results as evidenced in
company metrics:
- A 94% customer satisfaction rating in the call center
- A compliment to complaint ratio of 20 to 1
- A 90% first call resolution rate
- An employee promotion rate of 45%
"At Bath & Body Works, our objective is to provide outstanding customer experiences at every
touch point. The contact center is an integral part of that strategy," said Pati Crowley, director of customer
experience, Bath & Body Works. "Astute Solutions' ePowerCenter enables us to provide a consistent, high-quality
experience across multiple channels. Along with the commitment of our agents, this capability helps our contact
center realize an extraordinary return on investment while strengthening long term customer relationships."
Bath & Body Works transformed its contact center into a primary channel for customer-facing
interactions, revenue generation and branding with Astute Solutions' ePowerCenter. This customer interaction
and relationship management solution enables its agents to deliver high touch, high quality service interactions,
while providing them with the tools they need to resolve issues quickly.
Furthermore, ePowerCenter's expansive reporting capabilities enable Bath & Body Works to measure,
among other things, changes in loyalty and its correlation with customer satisfaction, profitability and efficiency.
The reporting functionality also helps the company gain a 360-degree view of the customer by tracking customers'
reactions to in-store experiences.
"Having a 360-degree view enables us to integrate the customer into everything we do,"
said Sharon Leite, vice president of store operations, Bath & Body Works. "In turn, we inspire our customers to
be brand advocates and spread positive word of mouth."
"At Astute Solutions, we are focused on delivering technologies that enable best-in-class practices.
Bath & Body Works demonstrates the enterprise-wide reach of our solution, and the bottom line results attainable
through a customer-centric strategy," said Astute Solutions President and CEO, Joseph Sanda. "We value our partnership
with Bath & Body Works and congratulate the company on winning this prestigious award."
About Bath & Body Works
Bath & Body Works (BBW) offers the most luxurious beauty wellbeing and spa products in their more than 1,500 stores
nationwide. BBW's vast assortment of brands represent the best-in-class authority in fragrant bath and body care,
facial skincare, hair, spa and home and include C.O. Bigelow, Patricia Wexler MD Dermatology, Aquatanica Spa, Breathe,
Aromatherapy and True Blue Spa.
Bath & Body Works was founded in New Albany, Ohio in the fall of 1990, and has always prided itself
on the innovation, quality and performance of its products. It is a division of Limited Brands, Inc.
About Astute Solutions
Through its award-winning contact center automation, customer relationship management and knowledge management solutions, Astute Solutions enables consumer-focused companies to differentiate through service excellence. Its ePowerCenter™ and RealDialog™ solutions solve day-to-day interaction challenges and enable high quality customer experiences across all touch points. These solutions optimize operations through immediate, actionable feedback, while meeting the complex technical requirements of the enterprise. Astute Solutions’ Global 1000 customers include: McDonald’s, British Airways, Levi Strauss & Co., L’Oreal USA, Scott’s, GlaxoSmithKline, Abbott Labs, and Dunkin’ Brands. For further details, visit
www.astutesolutions.com or call (877) 769-3750.
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