Case Study: McCormick & Co. cuts case resolution time by 58% and boosts consumer engagement with Astute (ePowerCenter & Astute Social)

McCormick partners with Astute Solutions to integrate CRM and Social platforms for improved efficiency and deeper consumer insights.

McCormick & Co., a global leader in flavor, needed a CRM and social management solution to empower a small consumer affairs team handling roughly 100,000 cases annually in English and French and to manage commentary from millions of social followers across multiple Facebook pages and Twitter. They turned to Astute, implementing Astute ePowerCenter™ as their consumer engagement CRM and Astute Social™ for social media management to provide configurable data capture, case history, alerts, and social filtering.

Astute integrated ePowerCenter and Astute Social so agents could work in a single interface with tags, topics, sentiment tracking, alerts, and automatic capture of posts and responses. The solution enabled faster prioritization of urgent issues, improved consumer engagement with little to no added resources, and reduced case resolution time by 58%, significantly improving response times and operational efficiency.

McCormick & Co.

Deb Riley

Assistant Manager of Consumer Affairs