Case Study: Wickes achieves 98% operational efficiency improvement with Acquia CDP

Wickes - Customer Case Study

Wickes, a British home improvement retailer with over 230 stores, needed a faster way for call center agents to identify Trade Pro loyalty members so conversations could be personalized. Before AgilOne, agents had no direct visibility into loyalty status and had to contact IT for confirmation, creating delays and extra work.

By giving agents access to AgilOne’s 360 Profile UI, all relevant customer details—including Trade Pro membership—are displayed instantly, removing the need for manual IT lookups. The change boosted operational efficiency by 98%, enabling quicker, more personalized service.

Wickes

Hayley Clifford

Sr. CRM & Loyalty Manager