Case Study: The Book People improves customer service and query handling with Maginus OMS

The Book People Accelerate Handling of Queries to Improve Customer Service

The Book People, a UK multi-channel book retailer, needed a faster way to handle customer queries and complaints without creating call backlogs or disrupting order processing. Working with Maginus, they looked to improve query management while gaining better visibility into issues affecting customer service.

Maginus implemented Maginus OMS and Maginus Helpdesk to create a structured workflow for logging, routing, and resolving enquiries across phone, email, and web channels. This helped The Book People respond the same day even at peak times, improve consistency, reassign work more easily, and identify recurring problems such as carrier issues, ultimately delivering faster responses, tighter control, and better reporting for service improvement.

Book People

Carol Cade

Managing Director