Case Study: Connect Distribution achieves faster call routing and shorter wait times with Callstream

Call Routing Solution for Appliance Distributor

Connect Distribution, a major UK distributor of domestic appliances and a long-term client of Callstream, faced a challenge after acquiring eSpares. Their previous call routing system was inefficient, causing calls to queue at one contact center while agents were available at another. This led to poor customer experience, long wait times, and lost calls for those seeking to speak with spare parts specialists.

Callstream implemented a bespoke call routing solution using its Nucleus call management platform. This new system provided the flexibility to seamlessly route calls between Connect Distribution's two centers. The solution maximized the use of their specialist resources and successfully minimized call waiting times for customers.

Connect Distribution