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Reduce Contact Center Costs and Improve the Customer Experience: Astute Success Stories

Scotts Miracle-Gro

Scotts Miracle-Gro

Fire Ants Ignite Sales at Scotts Miracle-Gro

 

Scotts Miracle-Gro wanted to provide their customers with information that made a difference so they turned to the CIA. But there were no midnight back alley meetings or unmarked cars. Scotts Miracle-Gro’s CIA stands for their Consumer Insights Alert program and it has helped them provide their customers with personalized and highly valuable information that drives revenue for their company. Astute Solutions’ ePowerCenter helps them make it happen.

 

Unilever

Unilever

Consumer Packaged Goods Giant Leverages Knowledge Management Solution in Support of Over 90 Brands

 

Advancing toward the goal of creating a world-class consumer packaged goods contact center, the consumer services team at Unilever implemented RealDialog to provide its contact center representatives with rapid access to the exact information they need to answer consumers’ questions. They benefit through enhanced customer satisfaction and an unprecedented level of visibility into consumers’ wants and needs.

British Airways

British Airways

Global Customer Relations Program Takes Off with Astute Solutions’ ePowerCenter™

 

British Airways launched a global customer relations initiative aimed at overhauling its technology infrastructure and service processes (baggage, compensation, etc.). Astute Solutions’ ePowerCenter™ was selected to meet their expansion objectives.

Dunkin’ Brands

Dunkin’ Brands

Sees Quick Returns with Astute Solutions’ PowerCenter™

 

Dunkin’ Brands, with 10,000 franchise outlets worldwide, embarked on a CRM initiative to improve franchisee support, raise the professionalism of their customer service organization, and elevate the customer care function. They selected Astute Solutions as their technology partner to help them achieve their goals.

GlaxoSmithKline

GlaxoSmithKline

Takes Healthy Approach to Customer Interaction with Astute

 

GlaxoSmithKline’s consumer relations organization engages thousands of anonymous end-user consumers who have questions or issues about their experience with GSK’s numerous brands and product lines. Complicating this issue is the fact that GSK must meet stringent regulatory and compliance requirements. All of this prompted GSK to choose Astute Solutions’ PowerCenter to achieve their business objectives.

McDonald’s

McDonald’s

Improves Customer Satisfaction and Franchise Relations with One Solution

 

McDonald’s recognized a growing trend in the Quick Service Restaurant industry toward creating competitive advantage in their marketplace through exceptional customer service. With Astute Solutions, they found a partner that was able to provide the innovation and technology they required as well as the service and support they had hoped for.

Olive Garden

Olive Garden

Drives Customer Loyalty with Astute Solutions’ PowerCenter

 

Olive Garden officials identified the need to improve their ability to interact with customers and collect and use their feedback. They deployed a customer feedback form on their website which increased contact center interaction volume by 20%. Olive Garden chose Astute Solutions’ PowerCenter to help them meet the demands of their enhanced service strategy.

Scotts Miracle-Gro

Scotts Miracle-Gro

Tells Customers What’s “Bugging” Them with Astute Solutions’ PowerCenter

 

Due to the seasonal nature of their products, Scotts faces numerous customer interaction and workforce management challenges. These challenges escalated when they acquired Ortho and needed to merge the two contact centers. They chose Astute Solutions’ PowerCenter as their primary customer care system to handle their suddenly expanding needs.

British Airways

British Airways

Travel Industry Customer Highlight

Best-of-Breed Solution for Customer-Focused Travel Companies

 

British Airways was challenged by multiple non-integrated systems—using two separate applications in the UK and US with no formal systems in some of its other locations—preventing an integrated view of all customer interactions.

BA selected Astute Solutions' ePowerCenter™, a web-based consumer interaction management solution, to effectively improve their service delivery and expedite customer recovery efforts.

McDonald's

McDonald's

Quick Service Restaurant Industry Customer Highlight

Best-of-Breed Solution for Customer-Focused Quick Service Restaurant Companies

 

McDonald's Corporation is the world's largest food service retailer with more than 30,000 restaurants in over 100 countries. When you serve more than 25 million people in the United States each day, you need technology you can depend on to provide high-quality service, consistently and efficiently.

McDonald's was looking for improved functionality for their customer satisfaction group, as well as a tool that provided the company with real-time access, via flexible and comprehensive reporting, to the data that was collected from customers each day.

Northwest Federal Credit Union

Northwest Federal Credit Union

Financial Services Industry Customer Highlight

Best-of-Breed Solution for Customer-Focused Financial Services Companies

 

Northwest Federal Credit Union (NWFCU) is committed to serving their membership. With over 60,000 members, the organization understands the need to efficiently and effectively serve their customers. To maintain their growth and expand their value, the organization initiated a program to enhance the service the provide members through its contact center.

Recognizing their operational efficiencies, NWFCU knew they needed a system that could house product descriptions, rate sheets and other information for fast access by representatives and members. Additionally they needed a system that could improve call tracking and provide automated letter and email writing capabilities.

GlaxoSmithKline

GlaxoSmithKline

Pharmaceutical Industry Customer Highlight

Best-of-Breed Solution for Customer-Focused Pharmaceutical Companies

 

A leader in the global pharmaceutical market, GlaxoSmithKline (GSK) manufactures and markets various vaccines, over-the-counter medicines, oral care products and nutritional health care products. The organization is challenged with supporting the complexities associated with FDA regulatory compliance, and the wide variety of issues that arise with numerous brands and products lines.

The success and widespread use of GSKs products expose the company to thousands of consumer issues each day. Delivering high quality service to these consumers, while maintaining regulatory compliance, is essential to maintaining GSK's leadership position.

The Olive Garden

The Olive Garden

Restaurant Industry Customer Highlight

Best-of-Breed Solution for Customer-Focused Restaurant Companies

 

With more than 500 restaurants across the United States experiencing rapid growth and popularity, Olive Garden officials identified the need to improve their ability to interact with customers and collect and use customer feedback.

Olive Garden selected Astute Solutions' ePowerCenter™ for its workflow automation, integrated email, support for numerous products and reason codes, proactive alerts, automated fulfillment, and sophisticated reporting abilities. ePowerCenter helps the company quickly identify issues that impact customer satisfaction and provides reporting that helps them evaluate menu items, promotions and changes to the menu. These enhancements have improved their operations and elevated the contact center's status as a source of consumer insights within the organization.

Dunkin' Brands

Dunkin' Brands

Quick Service Restaurant Industry Customer Highlights

Best-of-Breed Solution for Customer-Focused Quick Service Restaurant Companies

 

Dunkin' Brands group includes some of the best loved names in the restaurant industry with more than 10,000 franchise outlets worldwide. What each of these share is a commnon mission: to "thrill customers." Dunkin' Brands recognized an opportunity to use Customer Relationship Management to help fulfill this mission by improving interactions with franchisees and customers.

Dunkin' Brands embarked on their CRM initiative to improve interactions and enhance relationships with their customers and franchisees. They selected Astute Solutions' ePowerCenter™ to help them increase the efficiency and effectiveness of interactions, provide franchisees a single point of contact in the company, and reduce the burden on field support.

The Scotts MiracleGro Company

The Scotts MiracleGro Company

Consumer Packaged Goods Industry Customer Highlights

Best-of-Breed Solution for Customer-Focused CPG Companies

 

As a world leader in lawn and garden products, Scott's business revolves around seasonal sales. With seasonal peaks in call volume and the acquisition of the Ortho brand, Scotts realized they needed a powerful contact center solution that would address their growing workforce and customer interaction challenges.

Neither Soctts nor Ortho had a system in place that was capable of meeting these expended needs so Scotts turned to ePowerCenter™ as the solution based on its ease of use, flexibility and functionality.