Case Study: Officeworks achieves 91% call-answer rate and a 10-point NPS lift with Bright Pattern Omni-Enterprise CX™

Big Box Retailer Reshapes CX Throughout Their Stores Using Bright Pattern Omni-Enterprise CX™

Officeworks, Australia’s largest office supply chain with 167 stores, faced an outdated contact system during COVID that left 60% of store calls unanswered, produced poor CSAT/NPS, lacked call tagging/recording and visibility into in-store productivity, and had no live IVR controls. To modernize customer experience and enable mobile-first store agents, Officeworks selected Bright Pattern and its Omni-Enterprise CX™ omnichannel contact center solution.

Bright Pattern deployed a handheld omnichannel platform that spread call load across 20–30 staff, enabled call tagging/recording and agent reconnection, and delivered rapid training—resulting in an increase from 40% to 91% of calls answered within 60 seconds, an NPS lift from 55 to 65, a drop to ~80,000 weekly calls (about 1 million fewer calls per year), roughly $2M in labor savings and a 4x return on investment, plus full visibility into store productivity.

Officeworks

Daniel Tollenaere

GM of Store Operations