Case Study: DAMART boosts cross‑sales 300% and reduces service calls with Verint Systems' Impact 360

Damart - Customer Case Study

Damart, a long-established UK-based mail-order retailer for the over‑50s with a 120‑agent contact centre in Bingley, needed to improve customer service, handle seasonal peaks of up to 100,000 calls a week, increase efficiency and profitability, and reduce repeat service calls while boosting cross‑sales.

By deploying Verint Impact 360 Quality Monitoring and Speech Analytics, Damart centralized quality scoring, accelerated coaching, and used speech-based root‑cause analysis to drive a “get it right first time” culture. Within six months cross‑sales rose 300%, up‑selling added about £250,000 annually, the service ratio fell from 1.2 to under 1 call per order, and reduced service calls delivered roughly £300,000 in annual savings.

DAMART

Graeme Hall

Head of Customer Services