Case studies

How Australian organisations have changed what their customers experience.

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61 case studies

An Aged Care Provider

More than 220 ways in, mapped and turned into a roadmap towards a single front door.
A Specialist Support Service

Case wrap-up cut from 15 minutes to three, with people still approving every update.
A large enterprise

One consistent service strategy across five business units.
A Loyalty Technology Provider

The customer strategy and operating model behind a proposal to run a loyalty program.
A Member-Based Organisation

A member-led transformation strategy, built from research with the members themselves.
A Trade Services Business

Around 300 work orders a week, moved from a shared inbox into job management without retyping.
MYOB boosts contact centre insight with new analytics

Providing real understanding of the business with Customer Science Insights
Australian Taxation Office – A More Approachable Approach

Simplifying complex tax communication to build trust and clarity.
Bank of Melbourne – Creating a Local Conversation

Building a regional brand voice tailored to Victorian communities.
BT - Advising the advisors

Improving financial advice documents for clarity and professionalism.
BUPA - How Positive Writing Saved Them $2 Million

Clear, empathetic communication reduced call volumes and saved costs.
Gumtree – Helping Gumtree Gain Traction

Enhancing customer engagement for Australia’s leading online marketplace.
Medibank – Making Things Better

Transforming healthcare communication to make insurance simpler.
NAB – Giving a Bank Its Voice

Updating a financial institution’s communications to reflect modern customer needs.
QBE Insurance Provider – Turning Accidents into Positive Experiences

Re-framing claims communication to support customers during difficult times.
Telstra – Connecting with Words

Helping a telco improve customer engagement through clear, human communication.
St Vincent's Health - Automated Statement Reconciliation

Background St Vincent’s Health Australia (SVHA) manages a network of 2 public hospitals, 10 private hospitals and 24 aged care communities across the…
TSA Group - Automation Readiness Assessment

Customer Science completed a review using our proven Process Discovery and Automation Readiness Assessment methodology
St Vincent's Health - Automated Rostering

Clinical staff were losing hours to rostering admin. Automation turned that admin time into patient-facing time.
ACCC- Digital Transformation Benefits

Helping ACCC deliver on the benefits of digital transformation to improve competition and trade.
ATO Benefit Realisation, Portfolio Management & Governance

Ten years building the ATO's own capability in benefits realisation, portfolio management and value governance.
eHealth - Digital Investment Benefit Realisation

Helping eHealth to deliver benefits from digital investments improving the health and wellness of NSW Communities.
Maridulu Budyari Gumal - Strategy on a Page

Helping priorities funding to deliver the most beneficial health research for better Australian healthcare.
The Treasury - Policy Benefit Realisation

Helping Treasury policies create value for all Australians.
UNSW - Business Strategy

Helping UNSW with Strategy and form Alliances that deliver better outcomes for the University, its students and faculty.
HamondCare Dementia Service

How human centred design was used to help Australians impacted by Dementia.
Live Better Centralised Service Optimisation

Using a Service Review and Process Improvement of the LiveBetter centralised contact point to deliver better community services.
Independent Health Market Scan

A state health department required the procurement of a picturing arching and communications system that could meet the internal needs of the hospital…
IT Strategic Plan and Roadmap

A government agency whose work involved a range of regulatory and investigative functions had developed a high-level strategic plan based on a series of…
Virtual Healthcare Business Case

A state health department had a diverse range of virtual and remote health care services running out of hospitals across the state. They required a…
Community Options Australia Service Review

Customer Science delivered an operational and technology review which identified some significant opportunities relating to people, process and technology…
LegalStream Automation Platform (RPA) Migration

Mortgage application processing needed to scale without licensing costs scaling with it. New automated processes did both.
Jaycar Service Transformation

Jaycar Electronics Group is one of the leading retail & wholesalers of electrical equipment in ANZ. Following a review of the Contact Centre operations…
Victims Services Contact Centre Optimisation & Training

NSW Victims Services recognised it was under preforming a Customer Science completed a review and subsequent body of work to address performance. The…
Canterbury Bankstown Service Optimisation

Canterbury and Bankstown City Council, (the largest Council in NSW) has a vision to understand and define services to introduce efficiencies and optimise…
Prezzee CX Roadmap and Implementation

Phase One of the recommendations from a CX Review undertaken by Customer Science in January/February 2022 has recently been completed. The work has…
Service NSW Customer Experience Consulting and Design

Design and build contact centres and onboarding new NSW Government agencies and services into the digital, contact and service centre services while…
NSW Trustee & Guardian Service Review & Training

NSW Trustee & Guardian sought the assistance of Customer Science following concerns raised by the NSW Ombudsman. A review of the operations/ contact…
Aged Care Sector

Reducing risk of medication errors and identifying how the National Electronic Health Records could bring better outcomes to those needing aged care.
Contact Centre and Service Strategy Review

Bunnings one of the largest retailers wanted independent review of its strategy to ensure it got results for its customers and business.
Competitive Procurement Process

Helping a globally leading volunteer organisation deliver a technology to improve volunteer engagement and community benefits that ultimately saves lives.
Analytics Architecture for Business Intelligence

For a human services agency simplifying and planning for data analytics and data management provided endorsement needed to design a new way of making better decisions for the community.
Government Data Analytics Quality

Helping Government to improve the quality of the data to target funds for better community benefits.
Government Health Data Integrity

Improved the collection of nationwide performance data and reporting.
Performed an independent review of hospital procedures for NSW Health

Provided independent assurance to the Ministry of policy compliance, and made recommendations for continuing monitoring and improvement of practices in delivery of the services.
Contact Centre and CX Review

InvoCares national funeral services have created a more compassionate and helpful service at times when people are most vulnerable.
MarkerSpace Service Design

Engaging soldiers in innovation that takes ideas of security for the nation to a product that helps Australians safety.
PCI Pal Australian Office Enablement

Providing local skills to implement and service the Asia market, enabling regional growth
Privacy Impact Assessment Services

Helping NSW Government manage data private effectively for the security of Australians.
Smartz Australian Office

Helping a new cloud contact centre telephony company establish all the local capability to sell and service software to ANZ.
ServiceNSW Contractor Augmented Workforce

We provided contact centre design, agent onboarding and sales capabilities to transition IP to Service NSW and deliver lasting results to the NSW community.
Spotlight Contact Centre Review

Spotlight Retail Group consolidate and optimise contact centres so the customer experience is timely and efficient.
Tabcorp CXIaaS - Centralised Reporting

Tabcorp use CXIaaS to get centralised real time reporting to make sure it has the contact centre operation ready for a big event and win.
Ventia CXIaaS - Centralised Live Reporting

Ventia are using CXIaaS to get visibility across multiple centres so they can perform to very specific contract requirements.
Australian Digital Health Agency

Using Automation to manage massive call volume spikes in their contact centre enabling safe and timely delivery of Government services
Hunter Water

Manual effort was slowing critical water services. UiPath digital workers improved accuracy and customer satisfaction and returned the equivalent of $300,000 in staff time in the first two years.
CX & Service Training Specialist

Renting a trainer with specialist training capability helped to bridge a gap.
Datacom Contact Centre Program Management

Industry best skills for contact centre tendering and implementation use to deliver.
NSW clinical documentation digitisation strategy

A strategic review of scanning into the eMR was needed to support eHealth’s strategy towards an integrated paper-lite clinical information system
Enterprise Change & Training Leader

Using our specialist elastic workforce to bring skills key to a significant tender response.
Customer Thermometer – Simple yet effective

Client: “I don’t know how good or bad my customer’s satisfaction is as I’m finding it hard to get consistent responses to surveys because the survey…