Customer Case Studies
The proof of the pudding is in the eating. The case studies we have described here illustrate how we have worked with our clients and the results they have achieved from that work. We’re delighted that our clients have achieved such substantial benefits and proud of the work we have done. Please explore the cases to see how we approach the different work we do, the problems we solved and results we have achieved.-
Case Study: Customer Experience Strategy - Energy Retailer
This organisation is a major Australian energy retailer. Their retail market was about to become fully contestable and they wanted to improve customer service.
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Case Study: Improve Team Leader Performance - Banking
The banking arm of one of Australia's major bank assurance businesses needed assistance to improve its call centre performance . Some of the key services were outsourced to a contact centre provider adding complexity to the situation.
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Case Study: Improve Call Centre Efficiency - Health Insurer
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
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Case Study: Customer Experience Strategy - Govt Agency
VicRoads is a statutory corporation within the Victorian State Government of Australia is responsible for maintaining and improving the condition and performance of Victoria's 22,320km of arterial roads and 5095 bridges and major culverts.
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Case Study: Reducing the Cost of Internet Banking Support - Banking
The cost of the support functions for the Internet Banking function of a major bank were undermining the profitability of the channel. Over 200 people were involved in administrative and support roles.
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Case Study: Reduce Repeat Calls, Rework and Average Handle Time - Energy Utility
This organisation is one of the top three energy retailers in Australia. The retail energy market had recently been deregulated and the market had become intensely competitive. They were under severe cost pressure and were seeking to improve the efficiency of their customer service operations.
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Case Study: Reduce Need for Customer Contact - Banking
The Bank's stated strategy is to be the service leader in Financial Services. The Consumer Finance business unit of the Bank had experienced dramatic growth in recent times. Call volumes and service costs were continuing to rise whilst stakeholders were putting pressure on the contact centre's management team to contain the rising costs.
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Case Study: Improve Contact Centre Effectiveness - Health Insurer
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.
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Case Study: Contact Centre Team Leader Development - Telecoms Provider
This South-east Asian telecommunications provider ran multiple contact centres and had over 1000 employees. Their senior operational management were unhappy with the level of performance of their contacts centres in terms of service levels and revenue targets.
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Case Study: Contact Centre Operational Improvement - High Technology
The global computer hardware manufacturer operates over 20,000 sales, customer care, and technical support agents across North America, Central America, Philippines, India, Japan, Australia and EMEA.
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Case Study: Acting on the Voice of the Customer - High Technology
This organisation's biggest problem was their reputation. There was a strong perception that the company didn't take customer feedback seriously.
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Case Study: Customer Experience Strategy - Health Insurer
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.
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Case Study: Customer Experience Strategy - Mobile Telco Operator
This multi-national mobile telecommunications company was about to enter a new national market which had three existing mobile operators. The challenge was to define a strategy that would clearly differentiate it from the existing players in the market and would position it well with high value customers.
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Case Study: Improve Self Service Effectiveness - Banking
An Australian bank wanted to migrate customers to use self service information systems using internet technologies. However they needed to overcome customer resistance to the take up of self service technologies.
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Case Study: Call Centre and Branch Opportunities - Major Road and Licensing Authority
This authority faced continuous growth in demand for its licensing and registration services. Both the network of branch service centres and call centres were under pressure to improve the customer experience, reduce costs and still handle this increased traffic.
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Case Study: Revised Operating Model and IVR Design - Logistics and Postal Business
This organisation had operations in several states each of which operated a different model and used routing and IVR technology differently. They wanted to understand how they could gain benefits from a single standardised model and to re-think the customer experience from the first point of interaction. They also asked us to review the possible improvements to their IVR.
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Case Study: Rapid Diagnosis of Customer Issues - Wealth Management Business
This company recognised that the customer experience was increasingly important in an industry where product and price differentiation were hard to maintain. Financial planners and advisers gave very public ratings of the business and this company was ...
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Case Study: Reducing Contacts - Major Bank
The adoption of Internet banking continued at a rapid rate. Unfortunately, the volume of related phone calls and issues was rising at a faster rate.
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Case Study: Demand Reduction - Major Health Fund
The health fund had struggled to keep pace with the rate of contact growth. They had been so busy “coping with demand” that they had never questioned why it was there and had no processes to manage it.
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Case Study: Demand Reduction - Utility
This utility was unhappy in the growth in its contact volumes. It had one of the highest rates of complaints in the industry and contact volumes continued to outstrip account growth.
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Case Study: Design and Implement New Contact Centre Operating Model - Big Four Bank
The bank had won many industry awards for contact centre excellence; however, customer feedback highlighted two main issues of concern.
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Case Study: Design, Pilot and Implement New Operating Model - Large Health Insurer
The contact centre was caught in a poor service cycle. Customer wait times were high, occupancy was high and attrition was so high that inductions were carried out monthly.
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Case Study: Design, Pilot and Implement BPP’s for Sales Contact Centre - Large Insurer
The sales contact centre conversion rate had stagnated and there was a wide variation of performance amongst sales consultants.
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Case Study: Linking to the Voice of the Customer - Major Roadside Assistance Business
The front line staff in this business were frustrated that
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they kept dealing with the same customer issues again
and again.
