Bring your Service, Customer Experience and Digital Vision
to Life.

1Objective

Bupa’s annual rate change mailings triggered thousands of angry or confused calls, straining the contact centre and costing millions in staffing.

2What we did

Our Friendly Persuasion team redesigned the messaging to be upfront, transparent and empathetic, with a target of fewer than 3,500 extra calls a day.

3Results

$2 millionsaved in contact centre costs over two years

Extra calls fell to 300 a day, customer satisfaction held at 83% despite the rate rise, and the contact centre saved $2 million over two years.

1Objective

Service NSW needed to onboard new NSW Government agencies and services into its digital, contact and service centre channels.

2What we did

We designed and built contact centres and integrated the agencies into unified digital, contact and service centre operations, automating processes along the way.

3Results

98%+customer satisfaction across the onboarded agencies

Over 98% customer satisfaction, significant productivity gains and agencies meeting their customer service objectives.

1Objective

With the My Health Record opt-out deadline approaching, the agency’s outsourcers and technology could not handle a hundredfold spike in calls. A new operating model and platform were needed within two months.

2What we did

We ran the program end to end: workforce planning and rapid recruitment, a new target operating model, knowledge management, process redesign, self-service and automation, and a phased spike plan.

3Results

60×the call volume handled, without a busy signal

The contact centre handled 60 times the call volume without a busy signal, in time for the deadline, with a 35% efficiency gain.

1Objective

Customers and suppliers were hitting invoice errors and slow fixes, and labour-intensive wastewater admin was slowing the response to problems.

2What we did

We assessed the automation opportunities, then designed, implemented and supported UiPath digital workers for wastewater testing, accounts payable invoicing and change-of-details requests.

3Results

$300,000of staff capacity returned in the first two years

More accurate, faster processing and $300,000 of staff capacity returned to the business in the first two years.

1Objective

With around 1,200 active suppliers, the finance team could only reconcile statements from the top 50 suppliers a month, leaving overpayments, missed invoices and fraud risk unchecked.

2What we did

We automated statement reconciliation against the D365 ERP with a digital worker, so every supplier statement is matched each month.

3Results

90%+of supplier statements reconciled, up from 5 to 10%

Coverage rose from 5–10% to over 90%, case time dropped from 45 minutes to 3, and the team reclaimed more than 1,200 hours a year.

1Objective

A large organisation needed consistent service strategy and quality across five business units.

2What we did

We delivered the service strategy, design, deployment and embedding, with continuous improvement and quality assurance programs.

3Results

90%fewer stakeholder complaints, with satisfaction above 90%

Over 90% customer satisfaction and a 90% reduction in stakeholder complaints.

1Objective

Community Options wanted its contact centre to serve local communities better, and needed a clear view of what to fix across people, process and technology.

2What we did

We reviewed operations and technology, prioritised 11 immediate and 13 future opportunities, then implemented a new telephony platform in ten weeks alongside a new service design, rosters, CX training, quality metrics and a Salesforce CRM.

3Results

40%fewer abandoned calls

Abandoned calls fell by 40%, and the centre now runs on a modern platform with the operational tools to keep improving.

1Objective

NSW Victims Services knew it was underperforming and needed to get help to victims faster, to help break the cycle of crime.

2What we did

We revised the target operating model to front-load skills and resources, redesigned all 46 processes, put the Genesys telephony and a LivePro knowledge system to work, and delivered trauma-informed customer experience training.

3Results

48 hoursto provide services, down from an average of 28 days

Time to provide services fell from an average of 28 days to 48 hours.

1Objective

Telstra sends over 300 million messages a year. Many transactional messages lacked the warmth and clarity customers needed.

2What we did

We reviewed and rewrote customer communications for clarity, consistency and tone, and rolled out training nationally, in person and online.

3Results

4,500customer messages rewritten in clear, human language

Clear, customer-friendly communications for over 4,500 messages, and a national training program.