Crocus & Primrose: Sharper QA from Day One.
Since 2000, Crocus has redefined what it means to garden at scale. From professional designers to passionate hobbyists, they’ve become the UK’s largest gardening website. Where others offer 400 plant varieties, they deliver over 5,000. That same commitment to breadth and quality runs deep across the brand.
But product excellence was only half the equation. Their 100-person contact center in Sunningdale knew that delivering standout service at scale wasn’t just about response time; it was about understanding. Real understanding. In real time.
The Challenge
Crocus & Primrose believed their calls held answers. But their systems couldn’t surface them fast enough to act.
AI tools gave them data. What they needed was clarity; sharp, actionable, real-time insight to improve:
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Compliance adherence
The gap wasn’t in the effort. It was in the signal. And without it, they faced rising costs, operational friction, and missed chances to lead with insight.
Finding the Right Partner
At a service conference, Crocus & Primrose met our team, and the connection was instant.
We solved what mattered, without the clutter, offering:
- Full-spectrum conversation intelligence, built to scale
- Cost efficiency without compromise
- Ongoing support and onboarding experience described as “outstanding”
Onboarding That Just Clicked
Implementation wasn’t a project. It was momentum.
With hands-on support and tailored training, Crocus was up and running in days. We seamlessly integrated into their workflows, creating instant visibility and setting the stage for smarter, faster, and sharper decisions.
Every Customer Touchpoint, Finally Connected
For Crocus & Primrose, the breakthrough wasn’t just sharper QA, it was unification.
We brought calls, QA, and customer reviews from platforms like Trustpilot and Feefo into one streamlined process flow. Instead of scattered data across systems, they now track, analyze, and act from a single vantage point.
By segmenting customer reviews and feedback, Crocus can now identify patterns, pinpoint recurring issues, and refine workflows in real time, turning fragmented input into actionable improvements.
The result: faster understanding, stronger alignment, and a foundation for scaling with confidence.
Results for Outstanding CX
Today, every interaction at Crocus & Primrose becomes an insight, and every insight, a lever for action.
- Real-time dashboards deliver instant clarity, not noise
- Trend analysis shapes product strategy and service design
- QA & agent coaching tools elevate performance, not just monitor it
What used to take days to understand now surfaces in seconds. Feedback loops shortened. QA tightened. Compliance strengthened. Crocus & Primrose now move with precision at scale.
Early Wins. Long-Term Vision.
Even in early adoption, the impact is unmistakable:
- QA reviews are sharper and faster
- Trends that once hid in transcripts now guide frontline innovation
Next, they’re expanding Hear into email QA and credit analytics, unlocking a 360° view across every customer channel.
What the Team at Crocus Said
“Hear has been a game-changer for our team and QA process. The support has been outstanding, and the platform truly met our exact requirements. We highly recommend Hear to anyone looking to enhance efficiency and insight in customer operations.”
Ben O'Donnell, Head of Customer Service at Crocus.co.uk & Primrose
What Growth Really Means
For Crocus & Primrose, growth has always been about more than gardens. It’s about planting something that lasts: ideas, partnerships, and now, intelligence.
With Hear, they’ve moved from gut feel to ground truth. From service operations to strategic clarity. From reacting to anticipating.
And they’re just getting started.