Case Study: Gladstone Brookes achieves international scalability and 233% productivity boost with ConnexAI

Gladstone Brookes - Customer Case Study

In 2019 Gladstone Brookes, a financial claims firm that has recovered over £1 billion for clients, engaged ConnexAI to support rapid international expansion. They needed to launch and remotely manage a new South Africa call centre, absorb a peak in PPI claim volumes, speed up hiring and onboarding of agents, and ensure continuity and remote working capability through disruption such as the COVID-19 pandemic using ConnexAI’s Omni customer engagement platform.

ConnexAI delivered its Omni platform plus hands‑on training and support—deploying dialler campaigns, payment IVR, SMS, custom forms with CRM integration, and real‑time reporting for remote management. The result: Gladstone Brookes scaled the South Africa team from 2 to 250 staff, increased daily calls from 3,000 to 10,000 (a 233% productivity uplift), maintained operations through COVID‑19, and streamlined agent onboarding and campaign launches — outcomes directly enabled by ConnexAI.

Gladstone Brookes

Rachel Ashton

Customer Service Manager