From Compliance to Coaching to Customer Experience

  • Measurable improvements in customer experience

  • Increased overall retention rates

At Davies, we provide focused support to help businesses secure the full potential of their technology investments, configuring solutions to your requirements and identifying additional use cases to accelerate adoption.

Getting more value from existing technology for your customer experience.  

Overview

All too often, newly deployed technology solutions fail to deliver the expected return on investment, this is because businesses struggle to configure a solution to their exact needs, despite the promise that it was intuitive. Established processes, and habits, are responsible for blocking change, especially when connections to legacy systems are proving more complex than expected.

At Davies, we provide focused support to help businesses secure the full potential of their technology investments, configuring solutions to your requirements and identifying additional use cases to accelerate adoption.

The Situation

A leading insurance, pensions and investment mutual business with over 300 local branches throughout the UK recognised that investment needed to be made in order to meet their customers’ changing expectations

They requested that Davies’ experts showed how an analytics solution can be deployed to enable a more robust quality and compliance monitoring, and how this can then be utilised to improve the overall customer experience.

Our Approach

In our efforts to show the client how their customer experience could be improved, we checked whether advisors were adhering to essential scripts and we configured the analytics solution to assess whether calls were being managed with the empathy and sensitivity the insurer wanted. We provided detailed reports on each advisor’s performance, so that managers could offer highly targeted coaching.

We developed a robust business case and worked with the insurer to define, design and help deliver a transformed optimal operating model for customer management across the business.

Return on Investment

Davies provided a level of clarity and understanding with a methodological approach which supported the schedule to sign up to an exclusive close programme. Our team infused confidence within the client’s in-house team by providing market insight and intelligence with a range of tools and methodologies that enabled the organisation to build a winning business case.

Advisors felt the system offered a fairer assessment of their work; managers welcomed the freedom from call listening. Most importantly of all, the deployment of the solution led to measurable improvements in the customer experience and in overall retention rates.

Whether you need input on technology strategy or focused help to procure or implement a solution, our expert team can help. Contact us today.

Sean Keane

Consulting Director

Sean.Keane@davies-group.com

Michael Anderson

Vice President – US/Canada

michael.anderson@davies-group.com

 

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