Case Study: Scotts Miracle-Gro boosts customer loyalty and scales seasonal support with Astute's ePowerCenter CRM

Scotts Miracle-Gro - Customer Case Study

Scotts Miracle-Gro, the world's largest marketer of lawn and garden products, needed a faster, more integrated customer engagement solution after inheriting a legacy database following a brand acquisition. Facing multiple integration points (including SAP), strict implementation deadlines before peak season, and the need to scale seasonally, Scotts selected Astute’s ePowerCenter to unify customer data, shorten training, and improve issue routing and resolution.

Astute implemented ePowerCenter as a single-point-of-contact CRM with "in the case" communications, configurable rules, and robust reporting integrated into Scotts’ Business Warehouse for Tableau and EPA reporting. The solution enabled Scotts to scale agents from 30 to 140 seasonally, handle roughly 600,000 cases annually, accelerate identification of complaints-per-million metrics, shorten training time, and improve cross-departmental visibility and compliance.

Scotts Miracle-Gro

Lisa Taubler

Consumer Affairs Director