Dixa × Oliver Bonas
Dixa x Oliver Bonas, doubling agent productivity without adding headcount
2x productivity per hour
Fragmented, manual juggling to unified, automated omnichannel service
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Why it works
The case study earns its Efficiency tag cleanly: the headline numbers are contacts per hour going up and hiring need going down, anchored by a named productivity metric. The competitive switch from Freshdesk is explicit and named, which adds credibility to the before-state. The mechanism is specific enough to follow: AI-driven intelligent routing, VIP prioritisation, queue segmentation, and order-management integration all combine to explain how the productivity gain was achieved.
Steal this
Quantify the avoided cost alongside the productivity gain: stating that peak-season hiring of up to 30 agents was no longer needed turns an abstract efficiency claim into a concrete budget number that finance-side readers immediately understand.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Dixa's published work; we link to the source and lead with our analysis.