About the organisation

Lakeland is a family-owned creative kitchenware company with 44 retail stores, an e-commerce website and mail order catalogue operation that reaches over one million households around the world. The business has grown significantly over the past few years to become a leading household brand name with sales of over £100 million annually.

How numero helps Lakeland

Lakeland prides itself in providing a very personalised and high quality service to over a million customers. With non-voice communication from customers rising rapidly (including email volumes growing at 20% annually), Lakeland selected numero to help maintain its high standards through emerging channels.

The business benefits

• Improved resource planning through a better understanding of customer service workloads and peak time demands
• Improved service levels with significantly faster response times to customer enquiries
• Improved agent satisfaction, through a system that is intuitive and matches their skills to customer support requests
• Greater efficiency with recommended responses automatically matched to customer enquiries for agents to use and personalise as required
• Better management information with real-time reporting on agent productivity and customer support trends

Key metrics

• Customer response times reduced by 50%
• Fully scalable to handle 20% growth in non-voice communication annually
• Initial implementation completed in a few months.

Customer comment

numero has provided us with the ability to handle a 20% growth in customer emails, reduce our response times by 50% whilst still providing the high levelof personalisation that customers have come to expect from Lakeland

Gary Marshall, Director of Operations