The challenge
Most customer questions came in by phone, and simple tasks like checking an account or paying a bill needed staff time.
What we did
- Designed a customer portal and mobile app around the most common requests.
- Online payments, account details and usage in one place.
- Support tickets raised and tracked from the app.
The outcome
[Result — e.g. share of payments made online]
[Result — e.g. fewer support calls]