Palladium was commissioned to redefine customer experience and implement the product roadmap to deliver change
The challenge
The tele-advisor centric culture, start up mentality and isolation of back office functions was preventing a customer first, digital mindset being adopted and measured across the all business functions
Commission based models were driving the wrong sales behaviours and the infrastructure was enabling agents to work around the process, leading to increasing clawbacks
The current legacy platforms were not fit for future digital operations, impacting employee and customer experience - alongside this they were hard to maintain, develop on and integrate with
The low maturity of tech and data capabilities were impacting customer data capture which consequently limited personalised engagement and retargeting of customers
Our approach
Palladium delivered a digital strategy and implementation programme for the business
Redefined customer experience and implemented the product roadmap required to deliver the identified change
Set out to reduce partner dependency, remove legacy technology constraints and deliver a digital first service in order to grow market share and improve the LTV of customer
The result
Palladium’s in-depth work provided the client with the following key outputs:
Re-design of the customer experience and service blueprint
Design and procurement of technology solutions to support Marketing, Sales and Service
Implementation of Marketing automation (Pardot), Contact Centre (Natterbox) and CRM (Salesforce)
Re-design of the data warehouse to provide the SCV and supporting upgrade of the data visualisation suite for cross-business reporting
This further resulted in:
• Reducing sales cycle time by 20% (efficiency saving)
• Increase in customer renewal rate from 60% to 92% (revenue growth)
• Improving cross-sell uplift by 7.5%
• Improving conversion by 4.2%
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