Case Study: Royal Design (Scandinavian design retailer) increases calls answered by 87% with Dixa

Delivering a unified customer experience across all channels with Dixa

Royal Design, a leading Scandinavian ecommerce destination for European designer home goods with a 50‑agent customer care team, was struggling with disconnected channels, siloed customer records, agents limited to one channel at a time, no clear analytics or customer insights, and high volumes of abandoned calls. To address these gaps they adopted Dixa’s cloud-based omnichannel customer service platform to unify channels, reporting, and agent workflows.

Dixa implemented omnichannel routing, consolidated analytics, and automatic prioritization so agents can be present on all channels, assign inquiries to the best agent, and use customer insights to optimize processes. The outcome: a +87% increase in calls answered (with the same staffing), 2 hours saved per agent per day, and a 45% reduction in email response time—along with higher agent satisfaction, improved staffing decisions, and more repeat customers.

Royal Design

Sofie Franzén

Head of Customer Care