Case Study: Neopost boosts customer experience and lifts contact‑centre productivity 30% with Verint Systems' Impact 360

Neopost - Customer Case Study

Neopost, a global mailing solutions provider operating in 29 countries with over €1 billion in annual sales, faced declining traditional mail volumes and needed to improve customer experience, onboarding consistency, and operational insight. Its 142-seat UK contact centre—primarily inside sales—relied on manual, spreadsheet-driven processes that couldn’t scale, so the company sought technology to monitor customer interactions, manage staffing and training, and capture feedback for smarter business processes.

Neopost implemented Verint’s Impact 360 suite (workforce management, speech analytics, and quality monitoring) in a phased rollout, creating dedicated teams for WFM, customer feedback, and experience. The solution enabled flexible shift planning, insight-led process changes (including invoice redesign), employee scorecards and screen recording to share best practices. Outcomes included a 15% increase in NPS, 42% fewer calls to the contact centre, employee engagement at 73%, a 30% rise in contact-centre productivity and an 11% increase in revenue.

Neopost

Warren Tait

Customer Service Director, Neopost