Collaboratively delivering tangible results
Our clients come from diverse industries across the private, public and not-for-profit sectors. We work with our clients to tailor a solution to their business needs and strategic goals. Our projects deliver sustainable benefits to customers and the business with a rapid return on investment.
est.
2014
Proven Experience
250
+ Clients
Diverse range of clients
560
+ million
End customers benefited
10
+ Billion
Business case funding approved
6
- months ROI
Rapid return on investment
95
+ customer satisfaction
Proven customer benefit
Customer:
>98% customer satisfaction levels
Financial:
Significant productivity gains leading to increased revenue
Business:
Agencies met their customer service business objectives
People:
Services integrated across business including communications, customer service and accounts
Service strategy, service design, deployment & embedding of services. Continuous improvement & QA programs applied. New technologies and processes that integrate services implemented.
Customer:
Customer and stakeholder satisfaction levels > 90%
Financial:
Centralised administration & quality assurance that reduced errors and service effort
Business:
90% reduction of stakeholder complaints, increased productivity of specialists and reduced WHS incidents
People:
Integrated service between five business units
Built a business case to understand the impact of offshoring back office processing and customer services. Implemented the business case to realise its benefits.
Customer:
Service improvements made during transition while customer satisfaction was maintained
Financial:
Over $5m per annum saving with business case realising an overall $20m cost saving
Business:
Reduced costs and services led stronger market competitiveness
People:
Integration of service between all business units in Canon and out-sourcers
With the national health funding program changing we designed and project managed the deployment of a centralised customer service for home care services.
Customer:
Customer satisfaction measured and improved
Financial:
Savings are hundreds of thousands in lost productivity
Business:
Brand experience delivered consistently to customers increased customer satisfaction with service
People:
Services crossed scheduling, health professionals, customers and administration teams
Planned and delivered a mobile app to increase sales success rates. Subsequently providing training and processes to further increase sales success rates.
Customer:
Responsiveness to requests improved increasing .customer satisfaction
Financial:
With lead conversion doubling revenue increased
Business:
Measurable sales performance
increased conversion of sales leads
processes embedded in a mobile application
People:
Integration of the solution across marketing, sales and business units
Recent Case Studies - Customer Experience & Operations
Australian Digital Health Agency
Using Automation to manage massive call volume spikes in their contact centre enabling safe and timely delivery of Government services
Recent Case Studies - AI, Automation & Technology
St Vincent’s Health – Automated Statement Reconciliation
Reconciliation coverage expanded from 5-10% to over 90%, reducing the risk of errors, overpayments, and fraud. Average case processing time…
St Vincent’s Health – Automated Rostering
3.1 FTE equivalent returned to Nurse Unit Managers across 10 hospitals, improving patient care. 40% reduction in processing time and…
TSA Group – Automation Readiness Assessment
The Prioritisation Matrix considers readiness, automation complexity and the potential benefits in terms of FTE Return. It is used to…
Australian Digital Health Agency
Using Automation to manage massive call volume spikes in their contact centre enabling safe and timely delivery of Government services
LegalStream Automation Platform (RPA) Migration
Helping Legal Stream to provide responsive and accurate mortgage processes so Australians can enjoy their new homes.
Hunter Water
Improved services by reducing manual effort, improving accuracy and customer satisfaction. UiPath Digital Workers returned $300,000 FTE capacity in the…
Aged Care Sector
Reducing risk of medication errors and identifying how the National Electronic Health Records could bring better outcomes to those needing…
Community Options Australia Service Review
Helping Community Options improve their contact centre enable local communities to connect better across Australia.
MarkerSpace Service Design
Engaging soldiers in innovation that takes ideas of security for the nation to a product that helps Australians safety.
Recent Case Studies - Management Consulting & Business Intelligence
Australian Digital Health Agency
Using Automation to manage massive call volume spikes in their contact centre enabling safe and timely delivery of Government services
Aged Care Sector
Reducing risk of medication errors and identifying how the National Electronic Health Records could bring better outcomes to those needing…
The Treasury – Policy Benefit Realisation
Helping Treasury policies create value for all Australians.
Maridulu Budyari Gumal – Strategy on a Page
Helping priorities funding to deliver the most beneficial health research for better Australian healthcare.
eHealth – Digital Investment Benefit Realisation
Helping eHealth to deliver benefits from digital investments improving the health and wellness of NSW Communities.
ACCC- Digital Transformation Benefits
Helping ACCC deliver on the benefits of digital transformation to improve competition and trade.
UNSW – Business Strategy
Helping UNSW with Strategy and form Alliances that deliver better outcomes for the University, its students and faculty.
ATO Benefit Realisation, Portfolio Management & Governance
Helping the ATO realise Australian economic benefits.
HamondCare Dementia Service
How human centered design was used to help Australians impacted by Dementia.
Live Better Centralised Service Optimisation
Using a Service Review and Process Improvement of the LiveBetter centrlised contact point to deliver better community services.
Recent Case Studies - Product
Australian Digital Health Agency
Using Automation to manage massive call volume spikes in their contact centre enabling safe and timely delivery of Government services
HamondCare Dementia Service
How human centered design was used to help Australians impacted by Dementia.
Live Better Centralised Service Optimisation
Using a Service Review and Process Improvement of the LiveBetter centrlised contact point to deliver better community services.
Community Options Australia Service Review
Helping Community Options improve their contact centre enable local communities to connect better across Australia.
Service NSW Customer Experience Consulting and Design
Helping NSW government to transform services for their community.
