Case Study: Moneybarn Improved Customer Outcomes by 9% With Elephants Don’t Forget

Challenges

Moneybarn’s Strategy and Transformation Director, Dan Thompson, discusses how focusing on the competence of their people has resulted in reductions in average handling time, wrap time, hold time and improvements in customer outcomes – generating them 300% ROI from deploying Clever Nelly in under six months.

The Solutions

By embedding knowledge through our continual assessment model, Moneybarn are setting their people up to deliver optimal customer support and drive significant KPI improvements, harvesting game-changing levels of sustained operational improvement in handling times, hold times and advisor wrap times, resulting in exceptional ROI for the business and improved outcomes for their customers.

Learning Outcomes Include:

• Customer outcomes: how improvements in employee competence supported Moneybarn to improve customer outcomes by 9%.
• Operational efficiencies: how an increase in employee competence resulted in correlated improvements in key customer support metrics, including a 4.5% improvement in Average Handling Time and a 38% reduction in Average Hold time.
• Employee engagement: how Clever Nelly conducted 15,580 critical employee knowledge interventions in the flow of work – resulting in a 93% average engagement rating.

The Results

Customer outcomes are up by 9% in under six months as a result of the work Moneybarn are doing with Clever Nelly.

• 38% Reduction in Average Hold Time
• 9% Improvement in outcomes for customers
• 300% Return on investment

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This post has been re-published by kind permission of Elephants Dont Forget - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Robyn Coppell