Customer Experience Management Solutions and Consultants

The Challenge

This Fund is one of the top 10 health funds in Australia.  Despite its recognised service capabilities and consistently high customer satisfaction ratings, there continued to be individual situations where attrition was triggered by the organisation doing things that frustrated their customers.  They needed to systematically eliminate the cause of customers dissatisfaction

The Challenge

This organisation  is the Australian operation of one of a global health insurer and is one of the most profitable health insurers in Australia. A key element of their business strategy is to deliver a great customer experience to its members.

Members contact the insurer through a wide range of touchpoints.  The challenge was to identify which improvements to customer would have the biggest positive impact on operational efficiency and customer loyalty and advocacy

The Challenge

The contact centre of one of Australia's major health insurers were constantly failing to achieve basic service level targets.  A recent CRM implementation had increased call times by 20% across the board.  The business believed that call automation could add value but had little detail to support this view.