Case Study: DX Exchange achieves better customer communications and faster service with Workbooks CRM

Dx Exchange Gets Closer to Its Members With Workbooks

DX Exchange, part of the DX Express division of DX Group, provides next-day, pre-9am parcel and secure delivery services to legal, financial, public and residential customers across the UK and Ireland via a membership subscription model. Despite a long history, the business relied on spreadsheets rather than a central CRM, leaving contact data stale, limiting digital communications, reducing visibility of service calls, and weighing on customer satisfaction and cross‑sell opportunities.

In February 2020 DX rolled out Workbooks CRM, rapidly improving data quality (contacts doubled soon after launch), enabling better lead routing and targeted communications during the COVID lockdown, and giving teams a unified view of customers. The result was measurable improvement in customer experience and internal efficiency, positive feedback from members, and clear next steps to integrate billing and calendar/task management into the CRM.

DX Exchange

Jonathan Ramsey

Product & Marketing Manager