Case Study: Wickes achieves a 14-point NPS uplift with ContactEngine

Helping Wickes with the customer journey

Wickes, a major home improvement retailer, faced the challenge of managing over half a million big and bulky deliveries each year without letting delivery problems turn into customer complaints. To keep customers happy and protect its call centre and store teams from unnecessary escalation, Wickes worked with ContactEngine on a customer care and appointment control service.

ContactEngine implemented an automated post-delivery check that asks customers whether everything was OK and immediately escalates any “no” responses to the delivering store so a human can resolve the issue quickly. The result was a secure, centralised near-real-time alert system that reduced call centre contacts, prevented many issues from becoming complaints, improved staff accountability, and delivered a 14-point uplift in NPS in under 12 months.

Wickes