Replacing a customer engagement platform with a single integrated solution to deliver seamless experience across all service channels
The UK’s most recommended bed retailer, 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 advisers 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 our omnichannel contact centre, Liberty Converse and our low-code platform, Liberty Create to address these challenges.
“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.”
Sam Johnson
Head of Customer Services, Dreams
“The CX focus is why we chose Netcall. And the technology has been proven. At Dreams, the name Netcall has become synonymous for successful projects. With Liberty platform, we got everything that we were promised and it has worked so well for us.”
Sam Johnson
Head of Customer Services, Dreams
Mike Logue, CEO at Dreams, is passionate about developing great places to work that provide exceptional customer experience. Listen to him explain the importance of moving to digital, keeping the business nimble and staff engagement. And how these factors impact the exceptional CX that Dreams is renowned for.
Armed with Liberty platform, Dreams is developing their team of multi-skilled advisers, handling a blended work stream including calls, chat and emails – advisers can switch. This makes them more efficient. And for advisers, it prevents monotony. Dreams give their team the freedom to consider new solutions to improve the customer journey. It’s truly customer-first.
Insight
data and reporting drives decisions
Chatbots & AI
improves customer experience
Power
to make changes quickly
Here’s how you can delight your customers with a powerful fusion of self-service automation and human interaction while empowering your teams with the essential tools for exceptional service.
Network Rail needed a seamless, digital RAMS approval system to make it quicker and easier to manage and provide visibility and updates to all parties.
East Midlands Railway (EMR), is a train operating company with a vision to drive the East Midlands towards a brighter future. Their contact centre system was becoming outdated and close to the end of its licence. They wanted to access functionality to help the contact centre team to combat high call volumes and abandon rates, to smooth out customer journeys and improve the service that they provided.
ATS Euromaster, the tyres and vehicle maintenance provider, employs more than 1200 staff, across 260 centres and including mobile technicians. Their IT infrastructure was reliant on multiple legacy systems, with limited interaction between systems. It was reliant on manual processing.
