Case Study: Bush Brothers & Company achieves same-day response times and expanded workload capabilities with Astute

Quicker response times and expanded workload capabilities for a consumer relations team dedicated to quality service.

Bush Brothers & Company, a family-owned brand since 1908, was handling roughly 30,000 customer calls, letters, and emails a year through manual processes and needed an automated solution to improve accuracy and service. The company selected Astute’s ePowerCenter™ as its first CRM to unify phone, email, and mail interactions, and in 2016 added Astute Social™ to manage growing social channels.

Astute implemented a unified CRM and social media management platform that streamlined case capture, automated response generation, and provided in-context agent guidance. As a result, Bush Brothers & Company reduced turnaround from three–four days to same-day responses, cut manual issue resolution and goodwill fulfillment time in half, and expanded the consumer relations team’s workload and internal impact without increasing staff — all enabled by Astute.

Bush Brothers & Company

Kenna Hess

Manager of Consumer Relations