Route 101 partners with leading UK retailer to transform customer support across three brands

Theo Paphitis Retail Group (TPRG) is a major force in British retail, encompassing well-known brands such as Ryman, Robert Dyas, Boux Avenue, and the London Graphic Centre. With over £360 million in annual sales, 330+ stores, and more than 4,000 employees, customer experience is at the heart of the group’s operations.

Previously, TPRG’s contact centre agents had to navigate multiple platforms to manage customer enquiries. As digital demand grew, the group sought a more streamlined, scalable solution to unify voice, email, chat, and social messaging channels - while improving reporting, agent efficiency, and customer satisfaction.

Hear how this project played out in real life from Rhian Thomas, Head of Customer Care at Theo Paphitis Retail Group, at our 2025 annual customer conference:

Download the case study to learn how Route 101 helped TPRG:

• Deploy NiCE CXone Mpower to unify voice, email, web chat, and social messaging across its three brands.
• Integrate Gamma SIP telephony for reliable inbound and outbound call handling, with emergency failover routing.
• Enable real-time order visibility via Magento and Adobe Commerce integration, allowing agents to access customer data during interactions.
• Implement IVR self-service for order status checks, reducing pressure on agents and improving customer convenience.
• Optimise email and social messaging workflows, routing structured enquiries from web forms and social platforms like Facebook and Instagram into the contact centre.
• Support rapid rollout and training, completing the full implementation in just six weeks - including on-site support in South Africa for remote teams.