Case Study: Sugar Plum achieves personalized service and high CSAT with Ozonetel's CRM-integrated Contact Center Solution

The salon chain leverages Ozonetels Contact Center Solution to remind customers about upcoming appointments and ongoing offers

Sugar Plum, a salon and spa chain that emphasizes high-touch, personalized service, needed a contact center solution with deep CRM integration so agents would know clients’ preferences when booking appointments and reminding them about offers. They deployed Ozonetel’s Contact Center Solution to support appointment reminders, proactive outreach, and CRM-driven customer interactions.

Ozonetel integrated directly with Sugar Plum’s CRM to provide screen-pop customer details, click-to-call from the CRM, automatic call logging, and scheduled reminders. The cloud solution required no new hardware, was up and running in a matter of days, and delivered timely appointment calls, more personalized conversations and high CSAT—making scheduling, recommendations and follow-up a seamless 24x7 process for Sugar Plum.

Sugar Plum