Zurich were looking to streamline their agent workflow platform for customer services and sales channels. They used multiple channels and systems which made the customer experience lengthy and prone to drop offs.
We built an integrated platform that utilises Call centre, CRM, Sales and workflow areas. We then applied a visual application design that enables agents to work efficiently.
We simplified user journeys to help speed up cognitive recall and workflow completion. We planned targeted goals that can help managers keep their teams incentivised and on track each hour/day.
Zurich found the redesign work to be so successful internally they then asked us to extend the work into other areas of their business. Agents completed tasks and work flows faster, over all customers found their calls were handled quickly and more effectively.