Dormeo, a global leader in innovative sleep solutions, is known for delivering premium mattresses and sleep products designed to improve everyday wellness. As customer demand increased, Dormeo needed a customer engagement model that could scale efficiently—without sacrificing personalization, responsiveness, or revenue performance.

To meet these expectations, Dormeo partnered with Tollanis Solutions to modernize its contact center operations, transforming inbound customer interactions into high-quality service and sales conversations supported by data-driven insights and scalable infrastructure.

A Challenge Rooted in Scale and Consistency

As Dormeo’s customer base expanded, the company faced a dual challenge:

• Maintaining personalized, high-quality customer conversations

• Scaling operations to handle increasing inbound call volumes efficiently

The existing setup lacked the agility and insight needed to consistently convert inbound interest into purchases. While Dormeo had strong products, the contact center experience was not fully optimized to support revenue growth, real-time performance tracking, or structured upsell opportunities.

Dormeo needed a partner who could align customer experience, operational efficiency, and sales performance under one scalable model.

Tollanis Brings Structure, Strategy, and Scalability

Tollanis implemented a dedicated contact center model designed to balance customer care with revenue outcomes.

Experience-First Inbound Support

• Trained agents handled both service and sales conversations

• Personalized interactions replaced scripted responses

• Agents operated with visibility into customer context and purchasing intent

Sales-Driven Engagement Framework

• Support conversations were structured to naturally identify upsell opportunities

• Agents guided customers toward the right products based on needs

• Each call became a potential revenue interaction, not just a support task

Scalable Contact Center Infrastructure

• Cloud-based solution supported volume spikes and growth

• Consistent service quality maintained during high-demand periods

• Operational flexibility reduced pressure on internal teams

Data & Performance Visibility

• Real-time dashboards tracked conversion, abandon rate, revenue per call, and agent performance

• Leadership gained actionable insights to optimize staffing, scripts, and campaigns

• Decisions were driven by data—not assumptions

The Results: Measurable Gains Across Service and Sales

The partnership delivered clear, quantifiable improvements:

• 43% average sales conversion rate (up from an earlier 18% baseline)

• Extremely low abandon rate (1.28%), indicating strong call handling efficiency

• High revenue efficiency with $192.55 net revenue per call

• Healthy upsell performance at 11.73%

• Lower cost per order, supporting profitability at scale

• Consistent, reliable customer experience across growing volumes

Dormeo achieved a contact center operation that supported both customer satisfaction and revenue growth, without compromising quality.

The Bottom Line

By partnering with Tollanis, Dormeo transformed its contact center from a reactive support function into a revenue-aware, experience-driven engagement engine.

With structured sales enablement, scalable infrastructure, and real-time performance visibility, Dormeo is now equipped to handle growth confidently—ensuring every customer interaction delivers value to both the customer and the business.