Case Study: Dreams achieves a seamless, treacle-free customer experience with Netcall's Liberty Platform

Replacing a customer engagement platform with a single integrated solution to deliver seamless experience across all service channels

Dreams, the UK bed retailer led by CEO Mike Logue, needed to remove the "treacle" from its customer journey as it shifted to digital while staying nimble and keeping staff engaged. To modernize its CX infrastructure, Dreams deployed Netcall's Liberty Platform in 2020, using Liberty Converse, Connect and Create to support seamless digital and in‑store interactions.

Netcall implemented the Liberty Platform to streamline customer touchpoints and reduce friction across channels, enabling faster, more consistent service and better staff enablement. The solution helped Dreams sustain a market‑leading position in sales, service, quality and profitability and strengthen its brand CX, delivering measurable improvements in operational agility and customer experience.

Dreams

Mike Logue

Chief Executive Officer