Jody GrimaExecutive Director – Service Delivery
11:40 AM CASE STUDY: Cross Industry Case Study: Integrating The Branch Network With Other Service Channels to Provide a Seamless Omni-Channel Experience
While the physical store network still proves to be a relevant avenue for customer service and delivery, it is necessary to merge this channel with the various other customer touch-points to enable the provision of a seamless customer experience. Service NSW has under taken a complete transformation journey for customer service delivery for customers through a one stop- shop model across 84 branches that blend with the contact centre and digital channels to provide a seamless experience.
With customer satisfaction standing at 98% and an average wait time of 6 minutes, this case study will delve into:
- How the physical service channel fits into Service NSW’s omni-channel experience
- Creating a seamless customer experience across all channels
- The power of an engaged customer centric workforce