Sydney Water; Implementing the ideal customer onboarding experience

Led a 6 week rapid prototype to design, test and implement solutions for the ideal customer onboarding experience. We then delivered a lean workflow for Contact Centre and Account Teams. Outcomes included significant annual savings from a reduction in repeat calls and a 200% improvement in the Net Promoter Score (NPS)

 
 
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This is an overview of what the project was about

Sydney Water was looking to execute priority customer initiatives that would transform the onboarding experience. Their goal was to not only gain rapid traction across the organisation, but to lay a strong foundation for building customer confidence in Sydney Water and establish long term customer relationships.

With a focus on moving quickly, testing, learning and adapting from customer feedback, Proto Partners prioritised three improvements to the onboarding experience which could be actioned immediately.

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We’ve shown that
it’s possible for
Government to
be outstanding

We worked with Sydney Water to uncover their customers’ key moments of truth and redesigned interactions to not only be brilliant, but valuable.

This is an overview of what the project was about

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This text is a conclusion of what the project was about.

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Our services

Proto Partners designs new offers for your customers, new ways to deliver them, new organisational capabilities to enable them and new value that is derived by them.

Our work

Have a look at our projects that have create commercially successful results for our clients, that their customers love.

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