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 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 (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.

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.

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 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.

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.