Case Study: Dreams Transforms CX With Netcall

Dreams is a leading UK retailer specializing in beds, mattresses, and bedroom furniture, dedicated to improving the quality of sleep for its customers.

Challenges

Dreams set out on a journey to replace its customer engagement platform with a single integrated solution, aiming to deliver a seamless experience across all service channels and elevate customer experience even further.

The customer service advisors were having to use multiple systems, which didn’t talk to one another. They couldn’t get the information needed easily – it stopped them from being as efficient as they wanted.

Flexibility was also crucial: making changes often needed IT support and sometimes took days if third parties were needed.

There was one customer service phone line, which acted as one big funnel and a source of frustration. They wanted to open up more channels easily, as well as having control on updating and adapting their systems.

Dreams deployed Netcall’s omnichannel contact centre, Liberty Converse, and the low-code platform, Liberty Create, to address these challenges.

Sam Johnson, Head of Customer Services at Dreams, said, “When Converse went live it was a complete breath of fresh air. Suddenly, we could see easily and explain what we’re doing for any customer that contacted us.

We could put customers in different, more appropriate queues. We could make changes at the touch of a button. It took a weight off everybody’s shoulders to have the flexibility we needed.”

Solution

Dreams’ advisors using Liberty Converse have visibility over colleague availability and previous interactions, and can easily access past call recordings.

With up-to-date data and centralized reporting, Dreams can quickly identify changes in how and why customers make contact and take swift action to enhance the customer journey.

By opening multiple channels, customers can easily seek assistance via webchat, phone, or email. Liberty Converse supports staff who specialize in one channel or switch between them, boosting efficiency and preventing monotony.

Self-service options allow customers to handle straightforward queries independently, while advisors focus on providing personalized support for those with more complex needs. This balance improves customer experience and reduces call volumes, freeing advisors to deliver exceptional service where it matters most.

Liberty Create empowers Dreams to make quick adjustments to processes and systems. For example, changing opening hours for bank holidays, previously an administrative burden, is now seamless with low-code functionality.

This flexibility encourages advisors to identify and suggest improvements, enhancing efficiency and service levels.

Results

Liberty Converse enables Dreams to access real-time data and detailed reports on why and how customers contact the company, offering the board valuable insights to guide business decisions. To assist customers quickly, chatbots and AI were introduced to handle simple queries, improving the speed of service.

The team of over 70+ advisors found Liberty Converse to be highly intuitive and reported genuinely enjoying its use. Additionally, Liberty Create’s flexibility allowed for rapid changes, empowering advisors to suggest improvements, enhancing both efficiency and service delivery.

Despite maintaining the same headcount, the new system has supported the team in performing their roles more effectively, with the ability to report and act on insights more quickly, driving significant change across the business.

This blog post has been re-published by kind permission of Netcall – View the Original Article

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About Netcall

Netcall is trusted by organisations worldwide, with 9 out of 10 customers ready to recommend us. With Liberty Converse CX, you can streamline operations, enhance customer engagement, and achieve real, measurable results.

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Author: Netcall
Reviewed by: Jo Robinson