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7 figure annual efficiency savings and rated 7th in Customer Satisfaction Index across all business categories for customer service.

Implemented a centralised content management system and rigorous quality assurance workflows

Cross-enterprise integration with Sage technology base

Consolidated and automated task distribution coming from multiple channels

Realised multi-million point cost savings over 3 years

Automatic classification and prioritisation of enquiries before distributing to agents with availability and the right skills

Our security protocol, escalation tools and full audit trail enabled Matalan to move their workforce to fully remote during 2020 with confidence

Implemented an omnichannel customer service solution handling over 250,000 enquiries per month

Integrated with existing CMS

Integrated with bespoke CRM

Drove cost-savings across Customer Service function

Improved customer satisfaction scores by 50%

Worked in conjunction with multiple vendors, including IBM

We automated payment collections while maintaining PCI compliance and working within their existing payment systems.

Simplified complex business processes and automated them, which resulted in reduced time to serve across the contact centre.