Case Study: Oliver Bonas achieves 233% increase in contacts/hour and 90% CSAT with Dixa

Providing an effortless customer service experience across all channels via a centralized agent workspace, QA and AI-driven analytics

Oliver Bonas is an independent British fashion and homeware retailer with over 80 stores across the UK and Ireland. Facing the complexity of managing customer interactions across email, social, chat and phone, Oliver Bonas moved from Freshdesk to the Dixa Platform to unify channels, improve agent experience, and maintain a consistent, high-quality service.

Dixa implemented a centralized agent workspace, AI-driven intelligent routing, order‑management integrations and Dixa Discover for automated QA, supported by Tom&Co’s site integration. The results speak for themselves: contacts handled per hour increased 233% (from 4.5 to 15), CSAT reached 90%, average phone response time dropped to 12 seconds (chat <1 min, email <2 hrs), and the need to hire up to 30 seasonal agents was significantly reduced—delivering better productivity, agent empowerment and measurable customer‑experience gains with Dixa.

Oliver Bonas

Natasha Sims

Operations Director