Case Study: Charles Tyrwhitt unifies global customer service and expands into new markets with Dixa

Charles Tyrwhitt cuts email median FRT from 3h 45m to 50m with Dixa

Charles Tyrwhitt, a UK-based menswear brand, faced operational inefficiencies with its clunky, legacy contact center systems. Their multiple disparate platforms for phone, email, and chat caused agents to system-hop and resulted in a lengthy three-month agent induction process. As the company prepared for international expansion, it needed a modern solution to unify its global teams and improve customer service. They partnered with vendor Dixa to implement its customer service platform, which includes Email, Voice, Chat, and an Agent Workspace.

By implementing Dixa's platform, Charles Tyrwhitt unified 130 agents across the UK, South Africa, and Turkey onto a single system. The solution dramatically improved efficiency, slashing email response times from nearly 4 hours to 50 minutes and achieving a best-in-class 96 CSAT score for voice. Dixa's built-in translation feature directly enabled the company to open four new markets without adding local headcount. The transformation delivered a 250% ROI, saved £370k annually, and contributed to a £59m revenue uplift, earning the company four industry awards.

Charles Tyrwhitt