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, Customer Science were re-engaged to support the redesign of the CX strategy and service and build for a more positive and digital customer experience for the future.


  • Development of CX strategy, customer principles and service behaviours
  • Co-design of process improvements, immediate savings of ~$200k on changes to one report
  • Recommendations on Contact Centre technology stack
  • Development of Contact Centre disciplines including supporting tools and methodologies: KPIs and Measures; Workforce Planning; Quality Assurance
  • Delivery of Voice of Customer Program

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