July 2025

Transforming Customer Experience with End-to-End Support for Home Furnishing UK

Home Furnishings UK is one of the UK’s leading online retailers for beds, mattresses, and bedroom furniture. With a broad range of quality products and a strong logistics network, they’re known for delivering comfort and value to homes across the country.

Services

Back-Office Logistics Support, Voice & Telephony Support, Customer Relationship Management, Helpdesk & Ticketing Support, Outbound Calls/Feedback

Retention

Customer retention increased by 80%

Platforms Used

Amazon Seller Central (ATP), Stream (Own Van Tracking Tool), Google Workspace (Drive, Sheets, Chats), DX Despatch Manager, WhatsApp (Customer Reviews & Updates)

Project Overview

Home Furnishings UK needed a reliable partner to handle back-office logistics, track delivery communication, manage billing and voice support, and most importantly, create streamlined SOPs that could scale with demand while improving the customer journey.

Our Approach

We embedded ourselves into their daily operations and introduced scalable systems tailored to their business logic.

SOP-Driven Execution: Designed process manuals for handling tracking, reviews, and communication flows
Proactive Support: Introduced voice-based customer resolution and real-time follow-ups
Tracking Automation: Standardized tracking across Amazon, DX, and Own Van with SMS integration
Review Optimization: Streamlined Trustpilot and Amazon review outreach through structured scripts and daily reporting
Collaborative Workflows: Enabled seamless integration across departments with clear roles and escalation paths

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Key Results

Together, we didn’t just streamline—we transformed.

Operational processes optimized by 35%
Customer satisfaction rose by 65%
Customer retention increased by 80%
Trustpilot rating improved from 2.8 → 4.3

Let’s Get Started with Scalable UK Business Support

Looking for scalable business support tailored to your industry? If you're looking for contact centre services in London or nationwide support, our UK-based Outsourced Call Centre can build a flexible solution that grows with your business.

Get in touch today!