Danwood's story:
Journey to transform customer engagement

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The challenge

Danwood is the UK's largest independent provider of managed print and document-centric services.

Identifiying that they needed to update contact centre systems, Danwood embarked on a customer experience (CX) transformation project. Legacy systems provided an irregular service and inaccurate statistics. This severely limited the potential to improve quality, consistency and agent development.

The solution

Danwood’s key goal was to deliver a more focused customer experience that intuitively delivered customers to the right person to support their needs with fewest points of contact.

They required a solution to improve first contact resolution, proactively communicate updates to customers and that enabled teams to cross/up skill improving their ability and capacity to resolve customer needs.

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The result

The 1,200 seat hosted multichannel solution replaces a number of legacy on-premise systems and provides a virtual contact centre for Danwood's six sites across the UK. It delivers a range of inbound and outbound features including enterprise voice, video and instant messaging. Danwood also utilise Liberty's business process management (BPM) capabilities for workflow automation and data integration.

“Go live was absolutely superb. There was loads of support from GCI and Netcall, we felt really spoilt with so much ongoing support. We are already seeing a hugely positive response from our customers to our wider improvement programme and this step-change upgrade in our IT systems will enhance this further."

Rod McCarthy, Group Operations Director - Danwood

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