Case Study: Umart achieves a 20-point NPS boost and improved call control with GoTo Connect

Umart - Customer Case Study

Umart, an award‑winning, family‑owned Australian computer retailer with three distribution centers and ten stores, was frustrated by a basic, inflexible phone system that left them without control over IVR and queue settings, produced only messy CSV reports, and sometimes left lines open when stores were closed. Seeking a modern, supported solution, Umart evaluated alternatives and turned to GoTo, considering GoTo Connect Phone, Meeting and Messaging and GoTo Contact Centre to address these gaps.

GoTo implemented its GoTo Connect Phone, Meeting and Messaging and GoTo Contact Centre solutions, giving Umart easy configurability, reliable call quality (including their Manila call center), and responsive support—limiting a porting outage to just 30 minutes. As a result, Umart’s Net Promoter Score rose by 20 points, customer effort satisfaction improved from about 71% to 89%, and employees across all locations embraced the new system, delivering better customer experiences.

Umart

Evan Casey

Head of Customer Service