Case Study: FREE NOW achieves 10 FTE savings and makes complex data accessible to all with Dixa

FREE NOW saves 10 FTEs and makes complex data accessible to all with Dixa

FREE NOW, a major European mobility service provider, faced the challenge of centralizing support across nine country teams into two Tier 1 hubs while unifying data, implementing robust Quality Assurance, and empowering team leads to own performance — moving away from fragmented Google Sheets. To address this, they chose Dixa and deployed Dixa’s Quality Assurance and Business Insights to standardize reviews, reporting, and analytics.

Using Dixa’s QA and Business Insights, FREE NOW replaced manual processes with calibrated reviews and self-service analytics for managers, exposing metrics like working hours and interactions per hour. The result: a 35% decrease in time spent on quality reviews, a 7.5% reduction in average conversation handling time, a 6% improvement in first contact resolution, and an overall saving equivalent to 10 FTEs — with Dixa enabling managers to become data-driven analysts.

FREE NOW

Nabil Kachour

Director of Service Operations