Case Study: Mr Fothergill's boosts seasonal sales and customer service with OpenContact

Mr Fothergill's - Customer Case Study

Mr Fothergill’s, a UK seed retailer serving garden centres, shops, outlets, and direct customers, needed a better way to handle seasonal spikes in inbound orders and customer service calls. Its existing outsource partner was overwhelmed during the January-to-June peak trading period, and the company wanted a reliable way to answer more calls, support sales, and maintain a high-quality customer experience. OpenContact provided inbound call handling support to help address these challenges.

OpenContact’s team was trained on Mr Fothergill’s products and processes before taking calls, then used the client’s CRM to process orders, payments, and customer enquiries, escalating issues when needed. The result was a higher call-handling capacity, increased sales, and more consistent customer service, while also giving Mr Fothergill’s greater flexibility during seasonal peaks. By reducing the need for additional seasonal staff, OpenContact helped lower overheads and free up management time.

Mr Fothergill's