A lack of enhanced and optimised servicing experience design resulted in a siloed business model, leading to a decrease in sales, loyalty, and share of wallet across the company.

To address this issue, our team comprehensively evaluated the current customer journey and identified pain points and areas of opportunity. By reengineering key areas of the customer experience, we could provide recommendations for an optimized end-to-end servicing journey. We did deep-knowledge work to fully understand the ecosystem and relationships within the business and departments, its pain points, and opportunity areas to realise key areas of improvement to take the business forward.

Our approach focused on enhancing the overall customer journey and providing key insights that resulted in increased business value, greater customer satisfaction, and improved lifetime value.