Meet rising customer expectations, reduce operational friction, and empower your teams with a trusted, UK-based retail CCaaS partner.
Retail has never been more demanding. Customer expectations are rising while operational pressures intensify.
Whether you’re managing unpredictable contact volumes, fragmented journeys, or the complexity of omnichannel experiences, retail brands need a smarter, more resilient approach to CX.
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Theo Paphitis Retail Group: From Fragmented to Frictionless
TPRG, home to Boux Avenue, Ryman and Robert Dyas, needed a unified platform to simplify service across brands and channels.
Route 101 delivered a full omnichannel transformation in just six weeks, integrating voice, email, chat and social messaging into a single system.
As a result, customers across the group now benefit from faster, more consistent, and more personalised experiences.
Hancocks: Automation That Delivers Sweet Results
Hancocks’ agents were losing time switching between systems to answer simple order queries.
Route 101 built a custom Zendesk integration with their ERP, streamlining workflows and automating ticket handling.
The results included a 90% reduction in initial response times, a 12% improvement in customer satisfaction, and a 41% increase in successfully meeting service level agreements.
The Revel Collective: From Missed Calls to Max Coverage
The Revel Collective struggled with inconsistent service because each venue managed its own bookings and enquiries. Route 101 solved this by introducing a unified, cloud-based phone system that connects directly to their booking software.
This new setup brought features like intelligent call routing, voicemail transcription, and live reporting. Answer rates soared to 97%, average wait times fell by 40 seconds, and outbound calls rose by 50%.
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Our flagship event returned on the 13th May 2026, uniting CX leaders, innovators, and technology partners for a focused day of strategy and insight.
This year’s conference included sessions on AI-driven customer service and automation, discussions on omnichannel journeys, loyalty, and personalisation, case studies from top brands, and networking opportunities with peers, partners, and Route 101 experts.
Missed it? Don't worry! We're more than happy to share the great insights captured on the day.
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