Case Study: Serenity Holidays achieves 32% higher customer satisfaction and 30% improved first-call resolution with Dixa

Serenity Holidays finds a smarter way to work and the ability to deliver a superior multichannel customer experience with Dixa

Serenity Holidays, a UK-based tour operator serving multiple destinations with a 60-user sales and support team, faced poor customer service from disconnected systems (Outlook, Mitel, LiveChat), scattered data and no unified customer view—making personalized, multichannel support at scale difficult. To solve this they selected Dixa’s cloud-based, all-in-one travel engagement platform to consolidate channels and customer data into a single, threaded view.

Dixa implemented a channel-neutral contact center with unified customer profiles, automated recognition, threaded conversation history and browser-based remote access, enabling advisors to greet customers by name and resolve issues faster. As a result, Serenity Holidays saw measurable gains with +30% First Call Resolution, +14% sales and +32% customer satisfaction, along with higher employee satisfaction and improved operational efficiency.

Serenity Holidays

Tony Reilly

Customer Manager