Skincare provider Dermalogica selects 8×8 platform to replace its aging telephony

Dermalogica, a skincare provider across England and Ireland with 6,000 skin therapists, has selected 8×8, a cloud communications platform, to replace its aging telephony to keep up with today’s cloud-enabled world.

With the 8×8 solution, Dermalogica will be able to measure, analyse and improve customer service levels.

8×8 chief customer officer and managing director of EMEA Samuel Wilson said:  “We are delighted to be working with a household name like Dermalogica. We know that delivering exceptional customer experience is vital for brands in 2020; with 8×8’s powerful technology behind them, we’re looking forward to helping Dermalogica achieve this.”

With the deployment of 8×8 X Series, Dermalogica will be able to have new cloud communications and contact centre platform, which will inturn help it to boost customer service and also change the way employees communicate in addition to how and where they work.

Equipped with strong office collaboration tools and a new customer service function, Dermalogica expects to help employees more effectively communicate, both within the contact centre and into the wider organisation, including its skin therapists.

The cloud-based platform will also offer opportunities for remote and flexible working.

Following the demonstration of  8×8 X Series’ single platform of engagement for both communication, contact centre and analytics, Dermalogica chose the solution to help it to communicate more effectively internally as well as with therapists and customers.

The contact centre software will allow Dermalogica to measure the quality of the service provided while the 8×8’s speech analytics capability will help look for approaches to improve the way customers are served. Customer service managers will be gain insights to manage their staff resourcing across busy periods and also offer training and support where required.

Dermalogica IT service manager for UK & EU Jonathan Gottler said: “We started looking for a new communications partner, as we wanted to have the right tools to improve the customer experience. 8×8’s rich features, in particular the speech analytics function, was the ‘wow factor’ that made them an obvious choice.

“With analytics and reporting tools, we’ll now be able to turn anecdotal data into evidence and use this to make real improvements to customer service. At the same time, being based in the cloud means we can offer remote and flexible working in a way we could never have done without 8×8.”