{"id":175576,"date":"2019-10-10T23:27:20","date_gmt":"2019-10-11T06:27:20","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=175576"},"modified":"2020-07-28T14:56:48","modified_gmt":"2020-07-28T21:56:48","slug":"imagine-if-customer-centricity-was-at-the-heart-of-every-interaction","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/imagine-if-customer-centricity-was-at-the-heart-of-every-interaction","title":{"rendered":"Imagine if\u2026 Customer centricity was at the heart of every interaction"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Imagine if your cloud-based services enabled you to make every customer feel like your only<\/em> customer. Australian personal budgeting services company MyBudget<\/a> is doing just that \u2014 using customer experience innovation<\/a>, powered by the Genesys\u00ae PureCloud\u00ae application, to enhance its clients\u2019 lives.<\/p>\n

MyBudget is dedicated to helping people live the life they want, free from money worries. Founder and Director Tammy Barton started the business from her kitchen table in 1999, and today, with more than 270 staff in 11 offices, the company manages close to AU$1 billion every year on behalf of its clients.<\/p>\n

MyBudget is recognized as the nation\u2019s leader in its field. It has grown 50% year-on-year and has helped more than 110,000 Australians improve their financial position. Its clients expect to connect how and when they want \u2014 via phone, messaging and social media, so MyBudget focuses on delivering rich omnichannel journeys<\/a>.<\/p>\n

Cloud-Based Customer Experience Innovation<\/strong><\/p>\n

With the company\u2019s legacy on-premises contact centre technology, customer experience innovation wasn\u2019t realistic. Routine changes were becoming more expensive and time consuming. Potential game-changing offerings like voice authentication and voice to text were simply out of reach.<\/p>\n

The PureCloud application changed all that. In particular, the microservices design and regular releases of new functionality appealed strongly to MyBudget.<\/p>\n

Moving its contact centre to the cloud has helped the company adapt and amplify the business. One important improvement is that response times for customers leaving messages or requesting a callback via the website have been reduced to two hours or less \u2014 well below the industry average.<\/p>\n

The company has also introduced more intelligent routing, so different clients have different service levels. That has dramatically lowered churn rate.<\/p>\n

Analytics Drive New Behaviour<\/strong><\/p>\n

Empowered with improved reporting and analytics, MyBudget has created a better\u00a0dashboard for observing and managing customer experience. For example, although Net Promoter Score (NPS)<\/a> is its number one tool, with the PureCloud application, it has new metrics sitting beneath.<\/p>\n

And these metrics are compelling: 85% of staff adhere to work schedules, up from 60% previously. In addition, they spend 85% less time on after-call work, resulting in faster response times and lower abandonment rates. Further, employees also are happier in their jobs \u2014 with satisfaction rates up from 57% to 76%.<\/p>\n

Customer loyalty continues to climb, too. MyBudget enjoys one of the lowest churn rates and best NPS ratings in the industry, further evidenced by the fact that more customers are leaving feedback \u2014 with volumes for online reviews up by 87%. These fresh insights, coupled with staff members who are empowered by real-time collaboration, have driven a whole new set of behaviors. Now, for example, agents can quickly check and share knowledge while handling calls, resulting in more satisfactory client outcomes the first time.<\/p>\n

The Customer Experience Promise<\/strong><\/p>\n

Genesys leads the technology revolution that puts customers and services reps in control, and MyBudget is taking advantage of the Genesys Cloud<\/a> to deliver excellent customer experiences. For example, Genesys unifies all communication channels, interactions and work items through omnichannel routing \u2014 something companies can use to design, observe and tune the entire customer journey while delivering a consistent omnichannel customer experience.<\/p>\n

Genesys call centre analytics insights ensure consistent customer engagement. With its cloud solution, companies have the relevant information to effectively manage\u00a0call centre<\/a>\u00a0performance and gain a holistic view of customer journeys. And that leads to improved service levels and a consistent customer experience.<\/p>\n

The Genesys user interface is integrated, intuitive and built for collaboration. Everything agents need is built in to automate tasks, gain insights into customer journeys and improve operational efficiencies. Agents, supervisors, managers and administrators can all use a common interface, which saves time.<\/p>\n

MyBudget wants to reinvent the way people work with their money \u2014 believing that if you sort your finances out, it goes a long way to getting your life going the way you want it to. Its partnership with Genesys is crucial in helping the company deliver that promise to its customers. Genesys can help you<\/em> deliver the best possible customer experiences, too. To learn more about the PureCloud application, take the tour<\/a>. And read the story of how one MyBudget agent<\/a> went out of her way to help a client.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Imagine if your cloud-based services enabled you to make every customer feel like your only customer. Australian personal budgeting services company MyBudget is doing just that \u2014 using customer experience innovation, powered by the Genesys\u00ae PureCloud\u00ae application, to enhance its clients\u2019 lives. MyBudget is dedicated to helping people live the life they want, free […]<\/p>\n","protected":false},"author":54,"featured_media":175579,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[13117,13214,17554],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-175576","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg","tax_blogcategory-cloud-en-sg","tax_blogcategory-digital-en-sg","tax_blogcategory-workforce-engagement-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/175576","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/54"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/175576\/revisions"}],"predecessor-version":[{"id":330045,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/175576\/revisions\/330045"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/175579"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=175576"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=175576"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=175576"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=175576"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=175576"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=175576"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=175576"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=175576"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=175576"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=175576"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=175576"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=175576"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=175576"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}