Community Options Australia Service Review
Customer Science delivered an operational and technology review which identified some significant opportunities relating to people, process and technology (11 immediate and 13 future state opportunities were prioritized).
- A new telephony platform was selected and implemented within 10 weeks
- Abandonment rates reduced by 40%
- A new service design was implemented along with the needed operational tools including rosters, CX training, QA performance metrics, service levels, reporting
- Automated processes implemented
- Salesforce CRM replacing a legacy system implemented