Case Study: Celebrate Company boosts efficiency and cuts onboarding time by 75% with Dixa

Dixa’s Conversational Platform helps celebrate increase efficiency with automation while consolidating their tech stack

Celebrate Company, a European leader in customizable greeting cards (brands include kartenmacherei, mintkind, faireparterie and Atelier Rosemood), faced a siloed customer‑service tech stack (Help Scout, Talkdesk, Magento, Google Sheets), heavy hiring to cover seasonal peaks, slow onboarding and limited data to scale. In February 2021 they selected Dixa’s Conversational Platform (Dixa Platform) to consolidate channels, improve the agent experience, and reduce operational inefficiencies.

Dixa unified channels, added automation, a searchable knowledge base and analytics, enabling Celebrate Company to scale their service team from about 150 to 350 agents, reduce onboarding by 75% (from 8 to 2 weeks), answer 90% of phone calls within 30 seconds, maintain ~90% CSAT, and onboard up to 200 temps in one week. Dixa’s automated tagging and routing removed manual ticket work, improved response times and reporting, and Celebrate has extended their contract, added Dixa chat, and is exploring Dixa’s AI features next.

Celebrate Company

Benedikt Peine

Unit Lead Service