An Aged Care Provider
More than 220 ways in, mapped and turned into a roadmap towards a single front door.
The engagement
The work
Date: 2025 to 2026
Background: Customers were reaching the organisation through more than 220 access points across phone, email, web and in person. The organisation wanted to make access simpler and govern its channels better.
What we did: We mapped every one of those access points. Mystery shopping, an IVR assessment, call listening, stakeholder interviews and operational analysis showed how each channel performed in practice. From that evidence we developed a prioritised transformation roadmap covering channel strategy, digital, self-service and operating model improvements.
The difference
Results
- An evidence-based roadmap to simplify access, improve channel governance and increase first-contact resolution
- Executive-level recommendations for a future "single front door" customer strategy, and support for assisted channel transformation
- A foundation for future investment in omnichannel capability, self-service and customer experience improvement
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