Doors Plus Cuts Communications Costs 50% With 8x8 Platform

What happened

Doors Plus, an Australian doors and hardware retailer, has consolidated its contact centre and in-store communications onto a single 8x8 platform, cutting its communications costs by half. The move brings customer-facing phone, messaging and service interactions across the retailer's stores and central support team under one unified system, replacing a more fragmented set of tools and lines.

According to reporting from Telecom Reseller and marketscreener.com, the shift to 8x8's cloud communications platform allows Doors Plus to manage customer enquiries consistently whether they originate from a store location or the central contact centre, rather than running separate systems for each channel.

Why it matters

For retailers with a physical footprint and a central support function, the gap between in-store and contact-centre communications is a frequent source of friction — customers get inconsistent answers, staff lack shared visibility, and IT ends up managing multiple vendors and contracts. Consolidating onto a single cloud platform is a practical step toward closing that gap, giving frontline and support staff a common view of customer interactions regardless of where they happen.

The cost outcome is also notable on its own terms: halving communications spend frees up budget that can be redirected toward service quality, staffing or further digital investment, making the business case for consolidation straightforward for similar multi-site retailers.

By the numbers

• 50% reduction in Doors Plus's communications costs following the move to the 8x8 platform.

The Renascence take

Stories like this are often filed under "IT modernisation," but the real story is behavioral: fragmented communications systems don't just cost more, they quietly erode consistency, which is one of the strongest predictors of trust in a service relationship.

Most retailers chasing cost savings focus on the contract line item and miss the bigger prize: a unified platform removes the seams customers feel when they move between a store call and a support ticket. The 50% saving here is the headline, but the more durable value is operational — one system, one record, one consistent experience. Any multi-location operator still running store and contact-centre communications on separate stacks should treat this as a signal to audit where those seams are costing them customer trust, not just budget.