Premier Contact Point deliver a rapid digital customer support transformation for an international charity organisation

International Charity Organisation
CUSTOMER SUCCESS STORY

Premier Contact Point deliver a rapid digital customer support transformation for an international charity organisation

A leading global charity approached Premier Contact Point for urgent resolution of issues with their network and customer service functions. The organisation provides charitable support services for society’s most vulnerable and fights for justice and equality in Australia and worldwide.

The situation

The enormous reach of the organisation led to a large influx in calls, resulting in dropouts and abandoned calls. Their existing system, and a newly purchased system proved inadequate to meet these growing expectations and requirements. These issues escalated and put the organisation at risk of losing Government funding.

Premier’s response

Premier Contact Point got right to work with rapid on-boarding and configuration projects completed in less than two weeks. Primary goals achieved included:

  • Set up custom call routing to alleviate call dropouts 
  • Completed testing and training in an accelerated three-day period 
  • Rolled out advanced cloud features and functions, including IVR, call recording and skills-based routing.

Outcomes

  • The number of abandoned calls and dropouts reduced, so the organisation retained Government funding. 
  • Productivity and CX improved with the newly provided system functionality. 
  • The organisation remained on the system beyond the planned six month period due to ease of use, CX and efficiency gains.
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Is your organisation gearing up for a CX Transformation project? Book a discovery session.

Book your 30-minute discovery session

Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
Book your session today

Aurora Energy powers up their CX with a Premier cloud contact centre transformation

Aurora Energy
CUSTOMER SUCCESS STORY

Aurora Energy powers up their CX with a Premier cloud contact centre transformation

Aurora Energy is the retail arm of the Hydro-Electric Commission, which has sold and distributed energy to the Tasmanian community since 1998. Aurora’s core mission of providing energy and serving its community has led to significant growth and a strong focus on customer service innovations.

The situation

Aurora Energy needed to upgrade an aged system to continue its longstanding objective of delivering customer-centric services. Their search centered on a scalable, best-in-class omnichannel solution integrated with workforce management to help their customer service staff to provide efficient CX-focused support and minimise future growing pains.

Premier’s response

Premier Contact Point’s consultative approach and applying best practice to optimise business outcomes aided Aurora Energy achieve their primary goals including:

  • A cloud contact centre solution that could easily scale to meet on-demand requirements Blended inbound and outbound dialler calls and omnichannel queueing functionality
  • Integration with a leading WFM solution to assist in forecasting and a global billing system to facilitate accounts payable collections
  • An Australian based service desk team able to provide high touch, responsive support.

Outcomes

  • Customers and contact centre staff reported high levels of satisfaction rates after Premier’s solution has been implemented.
  • Class leading real-time and BI reporting tools provided managers with actionable insights, which enabled the delivery of improved customer experience and identified areas for significant agent productivity gains.
  • Overall, Premier Contact Point facilitated Aurora’s customer service and accounts payable teams to deliver streamlined services and customer support.
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Is your organisation gearing up for a CX Transformation project? Book a discovery session.

What our customer say

“The communication has been pretty good from Premier. With our relationship with our program manager Tim, we know we’ve got a direct conduit in there that you can rely upon. That is where the trust to work with Premier has been built, through our relationship. Along with this, the transparency in operations has been very helpful...”
Andrew Wilson
Process Delivery Lead, Aurora Energy

Book your 30-minute discovery session

Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
Book your session today

Phoenix Health Fund transforms CX with Premier’s cloud contact centre solution

Phoenix Health Fund
Case Study

Phoenix Health Fund transforms CX with Premier’s cloud contact centre solution

Phoenix Health Fund

Being one of Australia’s fastest growing health funds, Phoenix Health Fund has always put their customers first and dedicated themselves to providing consistent 5 star service for their customers. But with the accelerating need to continue to scale to provide their services to a broader Australian audience, and a surprise global pandemic thrown into the mix, Phoenix needed to think bigger and gain experienced support when it came to developing the future of their contact centre solutions.

Our case study provides the full story of Phoenix Health Funds CX journey to the cloud.

Is your organisation gearing up for a CX Transformation project? Book a discovery session.

The situation

Phoenix’s CX Objectives:

  • Scaling a successful organisation
  • Expanding to an Australia-wide customer base
  • Remote Workplace Management for Staff
  • Upholding CX company values
  • Urgent need for modern contact centre technology
  • Remote call review and management functionality
    Meet broadening customer CX expectations
“We needed a new system as soon as possible to provide more self-service options for our customers. As a small company, we operate during business hours but our customers wanted 24×7 access. The other challenge we faced was suddenly having all of our team remote working, and we needed our systems set up to enable our team to work wherever they needed to in Australia, or the world for that matter.”
Sharon Waterhouse
CEO of Phoenix Health Fund
“Premier Contact Point has delivered a great combination of powerful technology and great personal service, which is what we at Phoenix try to deliver ourselves as a business. I know I can trust Premier's solution to grow with our organisation which makes it easy as we have that reliable partnership and can continue to work with them."
Sharon Waterhouse
CEO of Phoenix Health Fund

Premier's solution

Phoenix’s CX Outcomes:
  • Easy for staff to use system
  • Cloud based – access anywhere
  • Highly valued help desk tools
  • Maximised staff availability
  • Business insights from class leading reporting tools
  • Compliance and quality assurance
  • Call recording and agent scorecards
  • Faster call response times
  • Reduced call downtime
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