Case Study: Dreams achieves seamless, personalised customer experience and agile contact-centre operations with Netcall's Liberty Platform

How has Dreams used tech to drive CX

Dreams partnered with Netcall in 2019 to replace a fragmented customer engagement stack with the Liberty Platform (deploying Liberty Converse and Connect, with Liberty Create planned). Facing multiple systems that didn’t talk to each other, heavy IT dependence for simple changes, a single contact funnel and limited visibility into customer reasons for contact, Dreams needed a single, flexible solution to improve adviser experience and deliver consistent, personal CX—challenges that were intensified by the COVID surge in demand.

Netcall’s Liberty Converse and Connect went live in June 2020, giving Dreams real‑time routing, easy "touch of a button" changes, activity coding and unified reporting. The integrated platform scaled adviser operations (70+ advisers) to handle peaks from about 5,000 interactions a week to 15,000, reduced admin and reliance on spreadsheets/IT, improved adviser confidence and wellbeing, and delivered timely insights to the Exec team—with Netcall’s Liberty Create next to eliminate remaining silos and drive further efficiencies.

Dreams

Sam Johnson

Head of Customer Services