Case Studies

Urban Bliss Fashion Case Study Overview

Urban Bliss is a multichannel fashion design brand, based in the bustling heart of Manchester. Urban Bliss approached Elite to find a more suitable telephone system that allowed their team to effectively communicate from anywhere. As their current system was outdated and no longer fit for purpose, the solution needed to include more modernized features, be cost-effective and have scope for scalability.

Elite introduced a Horizon Collaboration solution which provided the ability to take calls on both laptops and mobile phones.

Overall, the Horizon Collaboration solution allowed Urban Bliss to become more agile with their communication, connect from anywhere and have the skills and knowledge to manage the system themselves with support on hand when needed.

On the Beach Case Study Overview

On the Beach was founded in 2004 and has grown to become one of the UK’s leading online retailers of beach holidays, sending 1.8 million holidaymakers to their ideal beach destination. To ensure a positive and efficient customer experience, On the Beach aims to meet SLAs, however increased demand during seasonal peak times, put strain on their customer service team. The majority of their calls concern payments and one of their USPs is customers having the ability to make partial payments for their booked holidays, in advance. However, their existing IVR system only allowed full payments.

We worked with on the beach to identify opportunities for AI-driven automation, in order to free-up human agents for more intricate queries. We successfully reduced agent-handled interactions by more than 40%, not with the intention of replacing human agents, but to enhance traffic distribution within the contact centre. This provided the customer service team with more time and resources. In partnership with Content Guru and On the Beach’s software development team, we also configured the solution to handle part-payments within the IVR, eliminating the previous restriction of full-payments only.