We worked to earn the UK’s biggest banking group a £300k ROI.
We worked with a top 5 UK supermarket to drive customer contact from phone to digital.
We worked with a finance company to drive up the success of their ID&V platform.
We worked with a global medical company to reverse their Call to Self Service rates.
What did this look like?
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?
How did we do it?
How did we do it?
How did we do it?
We worked with a global electronics brand to ensure more customers reached the right agent first time.
We worked with a financial services client to reduce customer transfer rates and journey time.
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.
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?
How did we do it?
How did we do it?
How did we do it?
Adexchange Media Limited
Company number: 04344957