Case study

ScS Group

Transforming online sales for one of the UK’s largest furniture and flooring retailers.

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Deflecting 1,500 calls a day while driving sales – keeping up with the pace of digital change

ScS Group is one of the UK’s largest furniture and flooring retailers. As customers have become more willing to buy big-ticket items online, digital sales at ScS have grown fast. However, one of the company’s biggest challenges was that their processes and tools hadn’t kept up with the pace of digital change to capitalize on the increased demand.

Learn how ScS used imiengage to integrate and automate its multichannel customer contact strategy across IVR, SMS, email, and webchat to support sales growth.

“We could never have handled the level of growth we’ve seen without imimobile.” - Dan Bennett, Head of Online Sales at ScS Group. 

  • Intelligent call routing is helping ScS to deflect inbound calls, enabling the sales team to focus on sales inquiries
  • imiengage enabled the entire team to seamlessly transition to remote working during the pandemic
  • ScS achieved an overall increase in productivity of 20% and served 175% more business while only growing contact center staff by 25%