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.
Delivering a seamless experience across all service channels
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.”
Head of Customer Services, Dreams