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Case Study: Oliver Bonas doubles productivity per hour and holds 90% CSAT with Dixa

Oliver Bonas Case StudySourced & dated by Case Study Desk
Key facts · TL;DR
Company
Oliver Bonas
Industry
Ecommerce
Challenge
Raise team efficiency and handle peak volume without proportional hiring.
Headline result
2x productivity per hour, 90% customer satisfaction, and a 12-second average phone response

Key results

2x
productivity per hour
90%
customer satisfaction (CSAT)
12 sec
average phone response time

The challenge

Oliver Bonas, a UK ecommerce and retail brand, needed to improve support-team efficiency and keep customer satisfaction high while managing rising contact volume, including seasonal peaks.

The solution

Oliver Bonas partnered with Dixa to unify its support channels on one platform, giving agents a single view of each customer and streamlining how they worked through daily contacts.

“We have seen a significant improvement in our team's overall efficiency since we partnered with Dixa, nearly doubling the workload that is achieved each day.”

NS
Natasha Sims
Operations Director, Oliver Bonas

The results, in context

Oliver Bonas nearly doubled the workload achieved each day, reporting 2x productivity per hour while holding customer satisfaction at 90% and an average phone response time of 12 seconds.

Products used

Dixa Dixa Customer Service Platform