Reducing failure demand and improving online experiences

What we did

We conducted a failure demand analysis to identify the main drivers of avoidable calls and their impact on customers and the cost-to-serve.

We reviewed customer communications driving high-call volumes, including letter templates, to pinpoint where language and process issues were generating unnecessary contact.

We validated our analysis with customers and front line employees to prioritise a back log for online experience improvements.

Outcome

“The failure demand deep dive analysis is helping to transform the business in really measurable ways, for our customers and our people.”

— Chief Operations Officer

Results and deliverables

• Validated $1.7m in cost savings linked to the root causes of failure demand.
• Achieved a 76% reduction in call volume by redesigning confusing customer communications.
• Identified 30 actionable improvement opportunities to reduce failures across key service journeys.
• Provided input into the design and prioritisation of improved online experiences informed by customer and employee insights.