Case Study: Wakefit achieves 5X higher FCR and 25% lower operational costs with Ozonetel

Wakefit cuts operational costs by 25% with Ozonetel

Wakefit, an e-commerce sleep and home solutions company, faced challenges in streamlining its customer support operations. They sought to improve their first-contact resolution rate, reduce delivery failures, and minimize product returns, all while lowering operational costs. To address these issues, they partnered with vendor Ozonetel and implemented its CX platform and CCaaS solution.

Ozonetel's solution integrated with Wakefit's ticketing tool and utilized features like a smart IVR, live call transfer, and automated awareness campaigns. This streamlined workflows, empowered agents with information, and proactively addressed customer queries. The results were significant, including a 5x improvement in first-call resolution, a 10% reduction in delivery failures, a 5% decrease in product return rates, and a 25% reduction in operational costs.

Wakefit