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

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.

How did we do it?

We analysed 16 customer journeys to simplify and improve:

• Structure
• Phrasing
• Duration
• Agility
• Voice

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

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

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

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

What did this look like?

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

How did we do it?

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

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

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?

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

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

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

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

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

What did this look like?

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

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

We worked with a global IT company to help fix their “Try before you Buy” scheme.

Only 10% of systems were bought while 65% of systems simply vanished as customers failed to return them.

By the time we were finished:

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

How did we do it?

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

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

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 cleint anticipated

How did we do it?

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