Case Study: B&G Foods achieves faster response times and 176% more contacts handled with Astute

B&G Foods finds faster response time, reduced call abandonment rate with trio of Astute products

B&G Foods, the maker of more than 50 shelf-stable and frozen food brands, faced a time-consuming process of managing nearly 30,000 annual consumer contacts across spreadsheets and disparate systems. To increase contact center efficiency, B&G Foods engaged Astute and implemented its suite of products—Astute ePowerCenter™ CRM, Astute Knowledge™, and Astute Social™—to centralize case management and streamline agent workflows.

Astute migrated B&G Foods to a single cloud-based CRM with integrated knowledge and social listening, adding Agent Assist, automated email processing, alert-routing, and reporting. The unified Astute solution captured all inquiries in one place, sped response time from an average of two days to minutes, and supported a 176% increase in annual contacts (from ~30,000 to 80,000). Customer satisfaction stayed high (about nine out of ten positive ratings), and brand integrations—such as handling a 50% contact surge from the Green Giant acquisition—became significantly easier.

B&G Foods

Connie McGinty

Senior Manager of Consumer Affairs