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APAC

REST revitalises its voice of customer program

To find the insights that matter and act on them across all departments from marketing, operations to customer service teams, the Retail Employees Superannuation Trust (REST), implemented the InMoment platform including advanced text analytics with Spotlight data mining and case management.

The initial problem was increasing visibility and awareness. As one of Australia’s largest investment and retirement funds with over 2 million members and managing a portfolio of over $45 billion in funds, REST needed to address a pressing challenge of a lack of visibility into critical touchpoints of the customer experience journey and gaining deeper insights into the voice of the customer.

The results have been deeper customer insights and new voice of customer and employer rollouts. REST has gained the ability to measure, manage and engage members and employers in real time, where it can make the biggest impact. At the same time, the company can close the loop through multiple channels such as email, SMS, social, live chat, contact centre and site intercept.

Australia Post logo

Revolutionary 'Text Your Choice' Initiative drives $1.7m reduction in cost to serve

Australia Post

Australia Post knew that it had to improve the customer experience of parcel delivery services. Disruptive technology driven by companies like Amazon and Uber has raised expectations for friction-less service, whilst the growth of eCommerce has driven a rapid expansion in parcel deliveries. A customer experience review of the end to end parcel delivery experience was undertaken and delivered a journey map, “Deliveries That Make You Smile.” The PDET team was chartered to implement and manage projects that would deliver on this inspirational customer journey.

Key to improving the journey was the ‘Text Your Choice’ initiative. It originated from an outbound call centre making calls after delivery to see if customers wanted options other than “collect at post office.” While the customers didn’t choose other options, they really liked being given a choice. The resulting service established an innovative method for 2-way communication with parcel receivers in real time via text message. This greatly improved the response rate of customers choosing how they wanted their parcels delivered.

  • $1.7m in operational cost reduction
  • NPS increase of 27%
  • 91% first time parcel delivery
  • Project pay back in Year 0
Jemena

Jemena powers up CX in search of real-time customer feedback

Jemena recently partnered with InMoment to elevate its CX program, which focuses on understanding customer satisfaction across new connections, faults, outages and disconnections for the millions of households and businesses it provides with essential gas and electricity services daily.

InMoment’s industry-leading technology will manage and interpret Jemena’s extensive network of CX insights, enabling Jemena to identify areas of improvement and turn customer feedback into real-time actions. Jemena will be applying the new technology to its digital, face-to-face and contact centre touchpoints, to enhance customer experiences across all channels.

Techtronic Industries (TTI) Combines InMoment and Salesforce to Power Record-Breaking Performance

The customer journey is anything but straightforward. And as a retail manufacturer with both distribution retail partners (B2R), business and individual customers (B2B and B2C), understanding and improving journeys used to be a challenge for TTI. Learn how this brand teamed up with InMoment to build a state-of-the-art technology stack, stitch together a complete view of its customers, and see which initiatives actually grow the business.

Synergy Energy Makes a Big CX Impact with a Small Team through Democratising Data

Synergy

Synergy is an enterprise energy company relying on it’s lean CX team for customer insights. Within this enterprise organisation, the CX team is lean and effective. Learn Synergy’s tips for spreading CX data across the business and maximising your program.

  • Develop CX Champions
  • Co-design dashboards with your stakeholders that are fit-for-purpose
  • Take the time up front to train and onboard employees
  • Make sure customer experience is “business as usual” across the business

Brewing A Better Experience with The Coffee Club

The Coffee Club needed a platform that would aggregate all of its customer feedback data to identify guest pain points. With InMoment, The Coffee Club has found a partner that helps it increase satisfaction and retain customers with tailored surveys, greater context into customer stories, and insight into the root cause of key issues.

  • Increased end-to-end visibility of complaints for all regions, allowing franchisees to effectively reach out to dissatisfied customers and resolve issues
  • Identifies at least 30 at-risk customers each month and empowers employees to resolve issues 2-3 days faster
  • Customizes menu updates based on customer preference, upping NPS by 20 points and increasing sales

Uncovering Gaps in the Customer Service Experience

Hyundai Australia partnered with InMoment to identify the key stages of its customers’ service experiences and understand what really enabled better outcomes for both the customer and the business. By collecting and analyzing feedback, InMoment identified a gap that was both a major pain point for customers and a missed business opportunity for Hyundai.

  • Greater visibility into operational improvement opportunities
  • 500% increase in monthly bookings revenue
  • Intelligence for new training program that ensures execution of optimized CX
EML

Employers Mutual Limited

EML won the 2019 Best CX Transformation Award.

Water Corporation

Water Corporation

Water Corporation is the principal supplier of water, wastewater and drainage services throughout the state of Western Australia.

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