Case Study: The Scotts Company achieves scalable, faster customer service with Talkdesk

The Scotts Company and Talkdesk Bring Spring to Customer Service

The Scotts Company, a leading lawncare products manufacturer, faced recurring seasonal surges in customer inquiries that its legacy on‑premises contact center couldn’t handle. The aging system was hard to scale, slowed store-to-supplier communications, and lengthened call times during peak season — undermining customer experience and risking lost sales.

Scotts moved to the Talkdesk Enterprise Contact Center Platform with implementation support from partner Billow, completing the rollout in two months. The cloud solution delivered rapid scalability, Google integration, advanced reporting, and easier agent training; supervisors can make instant updates. As a result Scotts reduced call handling times, improved agent ramp-up and responsiveness, and strengthened customer experience and retention during peak seasons.

The Scotts Company

Brent Hiltscher

Manager of Unified Communications