Case Studies

Customer Management Strategy - Processes

Client Profile – A financial services business was unable to service customer demand due to its origination process under performing over a 3 year period
Clarus Solution – Clarus reviewed the origination process and undertook an extensive re-design of the process resulting in a streamlined operation within 3 months
Client Outcome:
- 32% improvement in process productivity
- 25% increase in approved applications
- Improved credit quality

Customer Profit Maximiser - Retention

Client Profile – A leasing business was seeking to increase profit derived at the expiry of a customer’s lease
Clarus Solution – Clarus reviewed the client’s processes and marketing programs and worked with management to develop a comprehensive customer retention program including financial models, marketing material, campaign design, credit processes and staff training
Client Outcome:
- Increased customer retention by 12% within four months
- Increased profit from end-of-term customers by 43%
- Increased customer satisfaction
- Increased employee satisfaction

Customer Management Strategy - Technology

Client Profile – A full service telecommunications provider was seeking to increase customer loyalty by offering a range of technology based value-added-services to its customers
Clarus Solution – Clarus developed in conjunction with the client a comprehensive business strategy including market analysis, financial forecasts, funding requirements and go-to-market strategy
Client Outcome:
- Business case and funding approved
- Product and technology development commenced

Customer Profit Maximiser – Performance Management

Client Profile – A national financial service business was seeking to improve service delivery to meet customer expectations (average time to answer was over 7 minutes)
Clarus Solution – Clarus reviewed the client’s contact centre processes and staffing and developed a three month operational plan, identified need for management change, recruited a new management team and worked to implement the operational plan
Client Outcome:
- Achieved a service level benchmark of 80% of calls answered within 30 seconds
- Increased customer and channel satisfaction
- Increased employee satisfaction

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