Case Study: Sugar Plum improves customer satisfaction and reduces handle time with Ozonetel

Sugar Plum boosts CSAT by 25% with Ozonetel

Sugar Plum, a salon and spa chain in the health and hospitality industry, needed a contact center solution that could deeply integrate with their CRM. Their goal was to provide highly personalized, high-touch service by ensuring agents were immediately aware of each customer's preferences and specific needs during calls to book appointments.

Ozonetel implemented its cloud-based CX platform, which featured a deep integration with Sugar Plum's CRM. This provided agents with screen pops of customer information and click-to-call functionality. The solution enabled proactive outreach for appointment reminders and offers. As a result, Sugar Plum achieved a 25% higher CSAT score, a 20% reduction in average handle time, and ensured 100% real-time call monitoring. Ozonetel's platform helped them deliver the personalized and discreet service their customers expect.

Sugar Plum