Design and build contact centres and integrate new NSW
Government agencies and services into the digital, contact and service centre services while automating processes.

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 outsourcers

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