IVR Case Study: Sleep Train Sleep Train Treats Customers (and Callers) Right Sleep Train’s philosophy is simple: treat the customer right and you will earn a customer for life. It’s what’s made them the West Coast’s number one mattress retailer and the fourth biggest in the United States, with 299 retail stores across 5 states covering multiple brands, including Mattress Discounters, Got Sleep, and Sleep Country USA. Sleep Train’s customer philosophy extends to every sale, whether it takes place in a store, online, or over the phone. Managing the phone component, however, can be especially tricky for a business of Sleep Train’s size and popularity. “Our toll-free lines receive tens of thousands of calls each month from customers looking to connect with their local store, make an over-the-p

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