Case Study: Famous Brands International achieves 75% faster case resolution with Astute's case management CRM

Famous Brands International finds sweet success with Astute's case management CRM.

Famous Brands International, owner of Mrs. Fields and TCBY, was struggling to manage customer and franchisee contacts using spreadsheets and filing, which made data collection slow and diverted agents from delivering world-class service. In 2005 they selected Astute’s case management CRM to centralize and streamline customer contact handling.

Astute implemented a configurable, single case-management system that stores customer and franchisee details, tracks and resolves complaints and inquiries, automates e-mail/letter templates, issues gift cards, and runs organization-wide reports. Using Astute’s CRM, Famous Brands reduced the time and resources needed to resolve cases by 75%, improved reporting and self-reliance through easy configuration, and gained a scalable platform to support future growth.

Famous Brands International

Robert Schicker

Retail Customer Service/Navigator