Case Study: Harrod Horticultural increases sales and cuts seasonal staffing costs with OpenContact

Harrod Horticultural - Customer Case Study

Harrod Horticultural, a B2B retailer of garden supplies with a large product range and bespoke services, needed help managing seasonal spikes in phone orders. During peak months from February to June, their in-house team was overwhelmed by call volume and had to rely on additional seasonal staff, adding training and overhead costs.

OpenContact provided outsourced customer contact support and inbound overflow/out-of-hours call handling, with agents trained on Harrod Horticultural’s best sellers and website to support upselling. Since 2011, OpenContact has handled around 90% of Harrod’s peak-season orderline calls, helping increase sales, improve service quality, reduce the need for seasonal hiring, and free up management time.

Harrod Horticultural