Case Study: B&G Foods achieves faster response times and improved customer satisfaction with Emplifi

B&G Foods finds giant success with trio of Emplifi products

B&G Foods, Inc., a global food manufacturer with over 50 brands including Green Giant, struggled to manage consumer inquiries—handling nearly 30,000 contacts annually via Excel spreadsheets—and needed a more efficient contact-center solution. The company turned to Emplifi to modernize its consumer affairs operations and better track, resolve, and report on customer issues.

Emplifi implemented a unified CRM using Emplifi Agent alongside Emplifi Knowledge and Emplifi Social Engage, consolidating telephone, email, social, and mail interactions and surfacing product details and alerts at the agent’s screen. As a result, average email response time fell from about two days to minutes, CSAT soared (about 90% of consumers said their question was answered thoroughly), and the Consumer Affairs team now handles over 80,000 contacts annually—a 176% increase since implementation—while easily absorbing a 50% contact-volume lift from the Green Giant acquisition.

B&G Foods

Connie McGinty

Senior Manager of Consumer Affairs