Good news from our clients

Huge NPS uplift.

With one of our current clients, customer experience has steadily improved in their contact centres to a point where the touchpoint NPS is +60 or better every week. This shows the power of a well implemented post-call survey supported with the right behavioural change programme and continuous improvement efforts. Click here for more on post-call surveys. It’s also demonstrated that the NPS difference between a 20 second wait time and a 60 second wait time was negligible. Result? Large possible savings, or perhaps more interestingly, it frees up resources which can be allocated to a differentiated service model so the most profitable customers can be targeted to increase their satisfaction and revenue. Click here to read more about differentiated service.

UX Design leading to success in government.

Several elements of CX theory sometime struggle to achieve practical results. That’s made it all the more pleasing recently for us to take ‘UX’ design theory into implementation, improving process efficiency by 10% and staff satisfaction with their system by many times. This story outlines the journey from UX theory to design principles to staff needs to system requirements… 

Reducing CRM customisations by 50%-70%.

One reason why packaged CRM fails is because projects try to over-customise their CRM to do what their legacy systems and processes do, rather than changing themselves to conform to leading practices (OOTB CRM packages).  With one of our clients, we were able to reduce total customisation levels by more than 50% (and we reduced high risk customisations by almost 70%).  This meant a change & simplification of business processes, the end result was a successful project which was previously stalled. Read more on CRM success here…