Case Study: dsb.net achieves 80% better service levels with 8x8

dsb.net improves service levels by up to 80% after switching to 8x8

dsb.net, a Northampton-based provider of subscription, CRM, eCommerce, and customer service operations, needed a more flexible cloud communications setup after struggling with a basic, inflexible hosted system that lacked call routing options and useful performance visibility. The company evaluated several vendors and chose 8x8, including 8x8’s business phone solution for its contact center teams in the UK and South Africa.

8x8 implemented its cloud PBX and platform tools, including 8x8 Contact Center, 8x8 Agent Workspace, and 8x8 Work, making it easy for dsb.net to manage calls, support hybrid work, and pilot new features like chat. The results were strong: service levels improved by up to 80%, average answer times fell to 20–30 seconds, and call volumes dropped by 50% thanks to fewer repeat calls.

dsb.net

Lynne Barby

Contact Center Manager