ScottsMiracle-Gro and Google Cloud Collaborate to Enhance Consumer Experiences with Generative AI
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Google Cloud Vertex AI
- Google Workspace
- Gemini models
Tech Stack
- Generative AI
- AI-powered applications
Implementation Scale
- Pilot projects
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
Technology Category
- Analytics & Modeling - Generative AI
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Consumer Goods
- Retail
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- Cloud Planning, Design & Implementation Services
- Software Design & Engineering Services
About The Customer
ScottsMiracle-Gro is a leading marketer of branded consumer products for lawn and garden care, with approximately $3.6 billion in sales. The company is renowned for its market-leading brands, including Scotts Miracle-Gro and Ortho, which are highly recognized in the industry. ScottsMiracle-Gro's products are available at major home centers, hardware, and other retail stores nationwide. The company plays a significant role in educating retail partners and consumers on product selection and usage. With a team of over 1,000 field sales associates, ScottsMiracle-Gro is committed to providing exceptional customer service and product knowledge. The company's wholly-owned subsidiary, The Hawthorne Gardening Company, is a prominent provider of nutrients, lighting, and other materials for indoor and hydroponic growing. ScottsMiracle-Gro is dedicated to innovation and leveraging technology to enhance its customer experience and maintain its leadership position in the lawn and garden care industry.
The Challenge
ScottsMiracle-Gro faced the challenge of enhancing its customer experience by providing more personalized and efficient product recommendations and gardening advice. Traditionally, their sales associates relied on a 450-page training document to access product information, which was cumbersome and time-consuming. This method was not conducive to providing real-time, tailored advice to consumers and retail partners. The company recognized the need to modernize its approach to customer interaction, especially given the vast array of products and the specific needs of different growing environments. The challenge was to equip their field sales associates with a tool that could streamline access to product information and improve the quality of customer interactions. Additionally, ScottsMiracle-Gro aimed to leverage technology to enhance the productivity and effectiveness of their sales team, ultimately leading to improved customer satisfaction and loyalty.
The Solution
To address the challenge, ScottsMiracle-Gro collaborated with Google Cloud to develop an AI-powered agent built on Google Cloud Vertex AI. This innovative solution functions as a 'gardening sommelier,' providing highly tailored gardening advice and product recommendations. The AI agent is accessible on mobile devices, allowing sales associates to access real-time product information and advice through natural language prompts. This enables them to provide more meaningful and personalized recommendations to consumers and retail partners. The AI agent is currently being tested in an internal pilot program, with plans to roll it out to the entire sales team of over 1,000 associates. The company intends to introduce the app directly to consumers through various channels after further development and testing. In addition to the AI agent, ScottsMiracle-Gro continues to leverage other Google Cloud services, such as Google Workspace, to drive work mobility, productivity, and innovation across its workforce. This comprehensive approach aims to transform the customer experience and enhance the effectiveness of the sales team.
Operational Impact
Quantitative Benefit
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