Case Study: Royal Design increases calls answered 87% and cuts email response time 45% with Dixa
Key results
The challenge
Royal Design, a Nordic ecommerce home-design retailer, ran customer support across separate systems and screens. The fragmented setup created chaos and made it hard to maintain continuous, personal conversations across channels.
The solution
Royal Design consolidated its channels onto Dixa's unified platform, connecting every channel on a single screen and using customer insights to optimize its support processes.
“With Dixa, we have connected every channel and eliminated the chaos caused by having separate systems and screens. We can now build better relationships with our customers by having continuous and personal conversations.”
AEArvid ErikssonHead of Customer Experience, Royal Design
The results, in context
Royal Design reported an 87% increase in calls answered over the previous year, a 45% reduction in email response time, and roughly two hours saved per agent per day after moving to a single, connected platform.