Case Study: ScS Group achieves 20% productivity uplift with IMImobile imiengage

Transforming online sales for one of the UK’s largest furniture and flooring retailers

ScS Group, one of the UK’s largest furniture and flooring retailers, needed to modernize its online sales contact process as digital orders grew rapidly. Its manual workflows, separate inbound and outbound call handling, and lack of visibility across customer communications were slowing productivity and making it difficult to manage follow-up across channels. IMImobile’s imiengage platform was chosen to support inbound and outbound call management, IVR, and web chat.

IMImobile implemented imiengage to automate outbound dialing, blend inbound and outbound work, and integrate SMS, email, IVR, and web chat into a single customer contact platform. The results were significant: ScS deflected around 1,500 calls per day, improved productivity by 20%, increased business capacity by 175% with only 25% more staff, and saw a 5% uplift in sales almost immediately. The solution also paid for itself in about 10 days, according to ScS.

SCS Group

Dan Bennett

Head of Online Sales