Challenge: The UK’s biggest banking group needed to simplify a complex network of customer journeys – to improve caller experience and reduce agent time spent transferring calls.
Solution: Adexchange benchmarked 16 journeys – identifying weakness and opportunity. A programme of improvement was established – tackling the key elements influencing channel and journey performance: Structure; phrasing; duration; agility and voice.
Result: Our changes delivered a saving in agent time of 13.5 FTE. Meanwhile caller journey was reduced by 57% enabling callers to reach an agent in an average 29 seconds (rather than the original 67 seconds). The ROI was calculated at £300k per annum.
Challenge: This UK top 5 supermarket needed to move customer contact from phone to digital. Previous attempts to encourage callers to go online had delivered disappointing results.
Solution: Adexchange identified there was no problem with the technology – it was the content and messages that held back performance. New journeys and content were created along with micro-target locations to encourage customers to move across.
Result: Overnight 20% of callers moved to digital – reducing agent workload by 1/5th. It was a low-cost project (needing no new technology) that delivered a massive channel shift. Digital contact increased by 2,600%.
Challenge: This finance company encouraged callers to identify and verify themselves using the automated ID&V platform but only 34% of callers successfully completed the self-serve journey. The rest dropped to an agent.
Solution: Adexchange mapped the full journey, identified the 4 greatest points of failure and led a project to redesign and rescript the entire end to end journey.
Result: Overnight the success rates moved from 34% to 55%, removing thousands of hours (per annum) from agent workload – -a massive return on a very small investment.
Challenge: This medical company needed its global workforce to communicate internally using their brand new Portal – but still 70% of internal contact came through email and phone.
Solution: Adexchange redesigned the content across the portal – recategorizing departments, issues, FAQs and news updates. We then applied effective communication principles to company emails and IVRs – encouraging contact to channel shift.
Result: Within 4 weeks internal contact through the portal doubled – as traffic through email and phone dwindled. Savings were significant and employee behaviour was altered for good.
Reducing Agent workload
Challenge: This global electronics brand was using IVR’s to separate business callers from domestic callers – but too many customers were routing to the wrong agent.
Solution: Adexchange measured the level of inaccuracy (through data analysis) and isolated the problem menus. The scripts were re-phrased (to align language with caller perception) and self-help recordings were re-drafted. The solution was rolled out in 9 languages across Europe.
Result: Call flow accuracy increased across every territory. Agent time spent transferring callers was slashed by over 15% delivering a global annual saving of $873,000.
Reducing Journey time
Challenge: The financial services sector is heavily regulated, so our client needed to deliver 3 key improvements: Reduce transfer rates, reduce journey time and improve caller experience.
Solution: Adexchange led a complex project – mapping all existing journeys, identifying the problem scripts, negotiating with the FCA over compliance language and finally launching a set of brand new journeys.
Result: The impact was immediate – key journey times reduced by up to 50% and transfer rates between targeted departments were slashed by up to 10%.
Reducing Cost through better emails
Challenge: This global computer company encouraged corporate clients to try IT systems units before buying them. However, they were losing £20M of technology every year when customers failed to return the system.
Solution: Adexchange helped create an automated “approval system”: a series of messages and emails that set an expectation – and presented each customer with a countdown to their return / decision date.
Result: The £20M worth of technology that previously vanished was now returned. A huge annual saving – with the added bonus of sales doubling (as customers decided to pay to keep their system).
Shifting to Self Service
Challenge: This TV Shopping Channel needed their new self-service system to handle more customer issues – to date the expensive technology was handling only 17% of contacts with the rest routing to agent.
Solution: Adexchange quickly identified there was no need to change the technology – just develop better journeys through it using more powerful and effective content.
Result: The client was hoping to increase self-service from 17% to 28% - but from day one 60% of customers stayed in the system to self-serve. An ROI that far exceeded client expectation