Case Study: Vera Bradley achieves efficient, accurate customer service and deeper e‑commerce insights with Astute's ePowerCenter

Vera Bradley, Inc. Ef ficient, accurate customer service with deeper insights and reporting capabilities all in one bag

Vera Bradley, Inc., a lifestyle brand known for women’s bags and accessories, struggled with siloed systems in 2014 that captured little customer data and made reporting slow and inefficient. To gain a single point-of-contact for customer service and faster, centralized reporting, Vera Bradley selected Astute’s ePowerCenter™ Customer Engagement CRM.

Astute implemented ePowerCenter™ with API integration to telephony, retail, and online channels, consolidating all customer interactions and adding threshold reporting with 24/7 alerts. The solution gave Vera Bradley enterprise-wide visibility into buying trends and obstacles, delivered quantifiable customer feedback, and improved customer service efficiency through productivity metrics (quality of case captures and agent productivity), enabling faster issue resolution and better cross-functional alignment.

Vera Bradley

Susan Campbell

Director of Customer Experience