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MyBudget is an Australian personal budgeting services company, which in the words of founder Tammy Barton, helps their clients “live their life free from money worries.”
Financial issues are some of the most personal challenges people face. So it’s vitally important that a company like MyBudget is able to connect and communicate with their clients without hassle and when and how their customers want to.
In this short 3 minute video case study, learn how MyBudget was able to completely transform their customer service experience by moving to the Genesys PureCloud contact centre platform.
By giving customers a true omnichannel experience that leverages chat, SMS, email or a call, MyBudget is able to connect how their customers want to when they need to discuss their financial future and wellbeing.
A Different Future
While their old on-premise contact centre solution was costly and inflexible, PureCloud delivered MyBudget access to the full range of features and functionality required for a truly omnichannel, virtual customer service experience.
Critically, it also provides a roadmap for future developments in mobility, automation and artificial intelligence (just to name a few) that will keep their customer engagement ahead of the game. Says, MyBudget Director, David Bohn “ the main shift when we shifted to Genesys is to be able to see a different future than we had before”.
From the implementation phase, we worked closely with MyBudget to understand their business and craft a solution that really provided them with a call centre and communication experience for their customers that is “of the future”. As a cloud-based solution, there’s greater flexibility and less cost and resources in scaling and adding even more connectivity as we go forward.
Since implementing PureCloud, MyBudget has seen improvements in customer response times, using web-based messaging, as well as greater customer engagement.
Employee collaboration is also fundamental to a successful customer service experience. As a cloud-based platform, PureCloud has opened up a new level of interaction and teamwork among employees that’s driving behavioural change in a positive way.
Having helped over 100,000 Australians improve their financial health and financial position, MyBudget is focused on continuing to improve customer satisfaction with new and better ways to connect. With PureCloud they are truly on the path to the call centre of the future.
An individual’s financial wellbeing is one of life’s fundamentals. So for MyBudget it’s vital they connect and communicate with their customers how they want to. Learn how Genesys’ PureCloud platform delivered a new customer experience for MyBudget and brought them closer to their clients. Read the customer story
