Aftermarket Service Strategy

Customer Experience

200k+ customers • 1500+ employees • $600M+ Revenue

Our client transitioned customer service responsibilities offshore to Manila as part of a cost reduction initiative without understanding the implications it could have on the service experience for their new and existing customers. Shifting majority of their service responsibilities offshore resulted in customers having multiple touch points, significant inbound call volumes (complaints) and claims, high customer churn, and consequently a Net Promoter Score (NPS) as low as -89 which highlighted the extremely poor customer experience.

Business Impact

⊹ Transitioned service responsibilities back from Manila to Australia
⊹ Net reduction of 310 FTE
⊹ Established an integrated service model
⊹ Delivered improvements in revenue and customer numbers
⊹ Reduced customer cancellations
⊹ Improved customer experience
⊹ Increased the percentage of calls resolved in the first call
⊹ Implemented processes for continuous experience improvement

Sales & Service Model

200k+ customers • 1500+ employees • $600M+ Revenue

The client was focused on transitioning from their traditional advertising business model. Involving a large labour and customer claims cost base, this setup resulted in poor net promoter scores and unnecessary expenditure. The goal? Evolve to a more nimble, customer focused, digital advertising business - enabling them to compete with domestic and international players.

Business Impact

⊹ Transitioned service responsibilities back from Manila to Australia
⊹ Net reduction of 310 FTE
⊹ Established an integrated service model
⊹ Delivered improvements in revenue and customer numbers
⊹ Reduced customer cancellations
⊹ Improved customer experience
⊹ Increased the percentage of calls resolved in the first call
⊹ Implemented processes for continuous experience improvement