support tickets,
down from 3–4 per week
reduction in communication costs
unified platform,
eliminating 2 legacy solutions
Overview: Australian retailer Doors Plus needed a more reliable and cost-effective way to manage customer and internal communications. Working closely with trusted partner Reliance Communications, the company selected and implemented 8x8 to improve reliability, eliminate system issues, and reduce costs by 50%. Today, Doors Plus connects its contact center, stores, and head office teams on one platform. This gives the business greater visibility into customer interactions and enables more consistent, high-quality service.
“We needed something cost-effective, but also something we could rely on day to day. That’s why we selected 8x8.”
Chris Ebbs
Company Secretary, Doors Plus
For more than 35 years, Doors Plus has been a trusted name across Australia, helping customers find the right door and ensuring it’s expertly installed. With 22 stores nationwide and a busy contact center coordinating hundreds of daily interactions, seamless communication is essential to delivering the level of service customers expect.
For Chris Ebbs, Company Secretary at Doors Plus, that responsibility sits at the heart of his role. Having stepped into leadership across finance, IT, and governance, Chris plays a key role in ensuring the business runs smoothly behind the scenes.
“I love my job because of the people,” Chris says. “But also the challenge of making sure we’re delivering the best experience for our customers, both internal and external.”
Doors Plus operates a centralized contact center that handles around 200 calls each day, helping match customers with products, schedules, and installers.
At the same time, store teams and head office staff need to stay closely connected to ensure every job runs smoothly from purchase to installation.
This level of coordination requires more than just a phone system; it requires a platform that connects the entire business.
Prior to adopting a unified platform, Doors Plus was using a system which acted as a bolt-on rather than a fully integrated solution, limiting visibility and creating gaps in understanding customer interactions.
“It didn’t talk properly to the rest of the phone system,” Chris explains. “There was a gap in knowledge that we couldn’t capture properly.”
At the same time, the business faced rising costs and inconsistent support, which added pressure to an already fast-paced retail environment.
“We needed something that simply worked and could be fixed quickly if it didn’t,” Chris says.
Doors Plus needed a solution that could consolidate communications, improve reliability, and provide better visibility across the business.
To navigate the selection process, Doors Plus worked closely with long-time partner Reliance Communications, who helped evaluate multiple providers and identify the best fit for the business.
Reliance played a key role in guiding the decision, ensuring the solution would deliver both value for money and the level of local support the team needed.
“Those were the two main drivers for us,” Chris says. “We needed something cost-effective, but also something we could rely on day to day. That’s why we selected 8x8.”
“With 8x8, everything just works. Doors Plus is very happy with the platform.”
Chris Ebbs
Company Secretary, Doors Plus
Reliance Communications also led the implementation, deploying 8x8 Work, 8x8 Contact Center, and 8x8 Engage across the organization in approximately three months.
“Working with Reliance was great,” Chris says. “The migration went really, really smoothly.”
From initial planning through to go-live, the transition was carefully managed to minimize disruption, ensuring teams could quickly adopt the new platform and continue serving customers without interruption.
Today, Reliance continues to provide day-to-day support, giving the Doors Plus team confidence that help is always available when needed.
Today, Doors Plus uses a single platform to support communication across every part of the business.
The customer care center runs on 8x8 Contact Center, giving agents the tools they need to manage high call volumes efficiently and ensure every customer is matched with the right product and installer.
Across the showroom network, 8x8 Engage provides visibility into customer interactions, giving store managers and leadership teams a clearer understanding of what’s happening in conversations every day. By reviewing calls and analyzing sentiment, the team can quickly identify common customer questions, recurring issues, and opportunities to improve customer experience.
Managers can review difficult interactions to understand where things may have gone wrong and use those insights to coach staff. At the same time, they can identify high-performing stores and replicate what’s working well across the broader network.
“It gives us detailed information to understand problems at a store level and take corrective action,” Chris explains.
By turning everyday conversations into actionable insights, Doors Plus is able to continuously refine its approach, improve consistency across locations, and deliver a better overall customer experience.
Meanwhile, head office and broader teams rely on 8x8 Work for internal communications, enabling employees across the warehouse, showroom, and head office to stay connected and quickly access mobile numbers through a shared directory, whether they’re in a meeting, moving between sites or working remotely.
“The 8x8 Work mobile app is very convenient,” Chris says.
By bringing these capabilities together in one platform, Doors Plus now benefits from seamless information flow and consistent reporting across the entire organization.
Since implementing 8x8, reliability has improved dramatically across the business. Support requests have also disappeared, with Reliance providing ongoing local support when needed.
“Previously, we were dealing with three to four issues a week,” Chris explains. “That might not sound like much, but they were very painful. And now, there’s none.”
The move to a unified platform has delivered measurable results across the business. Doors Plus reduced communication costs by 50% while consolidating multiple systems into one. At the same time, uptime has effectively reached 100%, ensuring that teams can rely on the system throughout the day.
Beyond the numbers, the impact has been felt across the organization.
“There is less frustration across the whole business,” Chris says. “And, senior management is happy that we’ve saved a lot of money and heartache.”
“8x8 Engage gives us visibility on customer satisfaction. And that’s vitally important when you’re dealing with customers all day, every day.”
Chris Ebbs
Company Secretary, Doors Plus
With improved visibility into customer interactions, Doors Plus is now better equipped to deliver consistent service across every location.
Using insights from 8x8 Engage, the team can identify what’s working well in top-performing stores and replicate that success elsewhere. They can also review challenging interactions to better understand customer concerns and refine their approach.
“8x8 Engage gives us visibility on customer satisfaction,” Chris says. “And that’s vitally important when you’re dealing with customers all day, every day.”
For Chris and the team, the transformation goes beyond technology. It’s about enabling people to do their best work, supporting customers at every step, and building a business that’s ready for what comes next.
“With 8x8, everything just works,” Chris says. “Doors Plus is very happy with the platform.”
Sydney, Australia
PrimeSource and Dimora Brands delight customers and employees, while continuing to grow at pace.
Motus Commercials accelerates operational efficiency, sales and customer experience with 8x8
