Case Study: Dorel Juvenile achieves faster, more efficient omni-channel consumer care with Sharpen

How Global Company Dorel Juvenile Mastered Omni-Channel Consumer Care

Dorel Juvenile, a global manufacturer of car seats and juvenile products, wanted to deliver consumer service that matched the innovation of its brand. However, its consumer care team was working across separate channels and couldn’t seamlessly move conversations between phone, email, chat, social, and other portals, making support slow, complex, and hard to report accurately. Dorel Juvenile turned to Sharpen and its cloud-native contact center platform to unify these interactions.

With Sharpen’s omni-channel platform, Dorel Juvenile agents could handle SMS, web chat, email, and phone calls in one interaction while accessing customer history and continuing conversations without starting over. The results were strong: average inquiry handle time improved by 60%, the team resolved 30% more calls with the same staff, ROI increased by 32%, and overall contact center costs dropped by more than 20%. Sharpen also helped Dorel Juvenile speed up warranty processing and earn multiple 2018 Stevie Awards.

Dorel Juvenile