2021 - present
One of Australia’s leading state based insurance brands was impacted by four catastrophic weather events in 2021-22.
Call volumes increased following each event with customer experience, employee engagement and grade of service declining from 6080% in 30 seconds to 7% and abandonment rates of 60%.
Leading an operational remediation, completed health check and reviewed and redesigned end to end customer digital and contact centre processes through our Moments That Matter and Rapid Design Studio methodology.
This led to a re-engineering of the member experience, process simplification and automation, reduced turnaround times, improved NPS and a significant reduction in cost to serve.
In every engagement, we take the time required to get to know your business and align objectives to ensure solutions are fit for purpose and sustainable while our experience allows us to fast-track the diagnostic process.