At Bath & Body Works (B&BW), a division of Limited Brands, the 2007 holiday season meant revamping a knowledge management system (KMS), using Astute Solutions’ Real Dialog offerings. The results were stunning. And while resting on its laurels would have been easy, the company kept innovating, expanded benefits, and now has a 2009 Service Elite award.

Bath & Body Works is a $2 Billion business with 94 percent brand recognition. Yet instead of running expensive ads to build brand advocacy, they choose to build that recognition through customer service and word of mouth. They are able to do this with the help of Astute Solutions’ ePowerCenter.

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.

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

As the leading manufacturer of personal and oral health care products, Water Pik strives for innovation in all aspects of its operations--especially when it comes to enhancing the customer experience. So when the company faced delays in supporting its email service channel, they acted quickly-enlisting the help of RealDialog.