Case Study: Contorion achieves 21% productivity increase and 80% backlog reduction with Dixa

Boosting agent productivity, reducing backlog, and unifying access to customer data

Contorion, a fast-growing Berlin-based online retailer serving tradespeople across Germany, France and Austria, was held back by siloed ticketing, disconnected channels and a backlog of over 1,400 unresolved tickets that blocked sales-service collaboration and slowed operational agility. To fix this, Contorion chose Dixa’s all-in-one customer service platform to unify conversations, customer data and routing across teams.

By implementing Dixa’s unified conversations and intelligent routing, Contorion eliminated “cherry-picking,” accelerated onboarding, and enabled seamless collaboration between support and sales. The change delivered a 21% increase in agent productivity, cut the backlog from 1,400 to 300 (about an 80% reduction), reduced churn by 2%, and helped support 40% year‑over‑year revenue growth through proactive cross-selling.

Contorion

Andreas Lehmann

SVP of Operations