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.

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.

GlaxoSmithKline’s customer service organization is tasked with providing customer service to thousands of anonymous customers 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 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.

Northwest Federal Credit Union places a high value on its ability to provide efficient and accurate service to more than 62,000 members. The organization initiated a program to enhance the service it provides to its members through its contact center. NWFCU decided to partner with Astute Solutions and jump started their initiatives with PowerCenter and Customer Interaction Center (CIC).

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.

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.