Delivering Measurable ROI

We worked to earn the UK’s biggest banking group a £300k ROI.

Channel Shift

We worked with a top 5 UK supermarket to drive customer contact from phone to digital.

Increase Self-Service

We worked with a finance company to drive up the success of their ID&V platform.

Digital Optimisation

We worked with a global medical company to reverse their Call to Self Service rates.

What did this look like?

• 13.5 full time agents - the amount of time we saved their contact centre.
• 57% time saved - how much quicker we got callers to agents.

What did this look like?

20% - callers moved to digital overnight
20% - reduction in contact centre workload
2600% - increase in digital contact
0 - amount of new technology needed

What did this look like?

21% - increase in customer success rates
0% - investment in new technology

What did this look like?

40% - increase in portal self service
40% - reduction in calls
Permanent - the change in employee behaviour

How did we do it?

• Analysed 16 customer journeys
• Focussed on structure, phrasing, duration, agility and voice
• We then improved and simplified each of these

How did we do it?

• Focussed on improving content and messages
• Created micro-target locations - which encouraged channel shift
• Recognised there was no problem with the technology

How did we do it?

• Mapped the full customer journey
• Identified the 4 greatest points of failure
• Redesigned and rescripted the entire journey

How did we do it?

• Redesigned content across the portal
• Recategorized departments, FAQs and updates
• Encouraged channel shift via emails and IVRs

Reducing Agent workload

We worked with a global electronics brand to ensure more customers reached the right agent first time.

Reducing Journey time

We worked with a financial services client to reduce customer transfer rates and journey time.

Reducing Cost through Email

We worked with a global IT firm to fix their “Try Before You Buy” scheme, as 65% of their systems were neither being paid for nor returned.

Shifting to Self Service

We worked with a TV shopping channel to increase the use of their new self-service system.

What did this look like?

15% - reduction in transfers
$873,000 - global annual saving as a result
100% - territories in which call flow accuracy increased

What did this look like?

50% - time saved in customer journeys
10% - reduction in transfer rates
Immediate - the impact

What did this look like?

£20M - worth of technology returned
100% - increase in system sales

What did this look like?

43% - increase in customers self-serving
60% - customers self-serving from day one
32% - higher self-serve rate than the client anticipated

How did we do it?

• Data analysis to identify levels of inaccuracy
• Isolated problem menus
• Rephrased scripts to suit caller perception
• Rolled out the solution in 9 languages across Europe

How did we do it?

• Mapped all existing journeys
• Identified problem scripts
• Negotiated with the FCA over compliance language
• Launched a set of brand-new journeys

How did we do it?

• Created an automated approval system
• Sent emails which set customer expectation
• Included a countdown to their decision date

How did we do it?

• Created more powerful and effective content
• Developed better journey
• Identified NO technology needed changing