Case Study: Naked Wines achieves under 3% abandoned calls and 50% shorter wait times with Natterbox

Naked Wines - Customer Case Study

Naked Wines, a disruptive wine retailer in APAC, needed a more personalized customer experience and greater control and visibility over their call center to reduce high abandonment rates and meet strict response-time KPIs. They selected Natterbox and its Cloud PBX telephony solution, including a customizable declarative user interface and call center wall boards, to give agents and managers the tools to better manage queues and monitor response times.

Natterbox implemented the Cloud PBX, configurable call policies, real-time wall boards, training and ongoing technical support. The result was a dramatic improvement in service: abandoned calls fell from about 20–30% to below 3% immediately, average wait times dropped from ~60 seconds to 20–30 seconds (10–15 seconds on best days) and the team met its 20‑second KPI; summary metrics show a 27% decrease in abandoned calls and a 50% reduction in waiting time. Natterbox continues to support Naked Wines with training and technical assistance.

Naked Wines

Greg Banbury

Managing Director