Case Study: Costa Coffee improves customer service with RingCentral Contact Center

Costa Coffee cuts technical support calls by 40% with RingCentral

Costa Coffee, the UK's favourite coffee shop brand, faced the challenge of running a dedicated contact center for its Costa Express self-serve machines. Their pre-pandemic, on-premise phone system lacked mobility, preventing agents from working remotely. To address this, the company implemented RingCentral Contact Center to trial a more flexible, cloud-based customer support solution.

RingCentral provided a comprehensive solution that enabled immediate remote work for all agents, a transition that proved vital during the pandemic lockdowns. The solution's skills-based routing and IVR customization improved call handling efficiency and the customer experience, cutting specific informational calls to live agents by 40%. RingCentral's granular reporting also allowed for optimized shift scheduling. The vendor's platform gave the team full visibility into operations, fostering confidence to innovate and roll out new customer features remotely.

Costa Coffee

Deborah Woods

Contact Center Manager