Case Study
Reimagining the Future of Service for a Customer-Led Transformation Roadmap
The Challenge
The client, a market leader in salary packaging and novated leasing, was under pressure to modernise its servicing model. Customers increasingly expected intuitive, digital-first experiences, but service delivery was constrained by legacy systems, manual processes, and a reactive operating model.
Key challenges included:
Rising cost-to-serve due to reliance on manual and reactive servicing.
Legacy technology limiting speed to market for digital features.
Fragmented data and processes, restricting proactive customer support.
Increasing customer expectations shaped by global digital leaders.
Our Expertise
We bring a practical and proven human-centred design approach to projects. Here, they partnered with the client to design a customer-led transformation roadmap that would reimagine servicing from the ground up.
The Solution
Experience-led design
Mapped critical journeys across account setup, amendments, and servicing, identifying where digital self-service could reduce complexity and cost.
Proactive service models
Envisioned AI- and data-driven notifications and check-ins that support customers before they need to call.Digital enablement
Defined a scalable target architecture including data unification, modular microservices, and AI/ML readiness
Executive alignment
Facilitated stakeholder workshops that aligned business, technology, and service leaders around shared measures of success.
The Impact
The transformation program established a clear path to:
Reduce cost-to-serve through automation and digital-first journeys.
Elevate customer experience with proactive, personalised support.
Accelerate innovation by decoupling legacy systems for faster time-to-market.
Strengthen alignment across executive and delivery teams with a validated roadmap.
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