Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

Route 101 Helps Award Winning Retailer Achieve 10% Efficiency Savings

Holland & Barrett improved their contact centre health and achieved 10% efficiency.

Holland & Barrett is a high street and online well-being and supplement retailer with over 1,300 stores across multiple countries. They are in the midst of a significant transformation journey – looking to ensure their customer service operating model can easily be used across international service teams.  Discover how Route 101 deployed improved customer care channels, introduced an omnichannel solution in the cloud and delivered an almost immediate efficiency saving of 10%.

The outcomes:

  • 10% efficiency saving
  • Full omnichannel capability enabled
  • Integrated voice channel  within a single agent desktop
  • De-scoped payment solution in the cloud
  • Improved forecasting and scheduling
customer contact image