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Discover how Moneybarn improved customer outcomes by 9% – generating a 300% return on their Clever Nelly investment in under six months
Moneybarn’s Strategy and Transformation Director – Dan Thompson – discusses how focusing on the competence of their people has resulted in reductions in average handling time, wrap time, hold time and improvements in customer outcomes – generating them 300% ROI from deploying Clever Nelly in under six months.
Learning outcomes include:
- Customer outcomes: how improvements in employee competence supported Moneybarn to improve customer outcomes by 9%.
- Operational efficiencies: how an increase in employee competence resulted in correlated improvements in key customer support metrics, including a 4.5% improvement in Average Handling Time and a 38% reduction in Average Hold time.
- Employee engagement: how Clever Nelly conducted 15,580 critical employee knowledge interventions in the flow of work – resulting in a 93% average engagement rating.
Having gone through a period of considerable recruitment, we needed to quickly cement knowledge and competence in-role. Nelly was able to help us do that. It’s a solution that helps our colleagues optimise their in-role performance, whilst giving us additional insight in terms of employee compliance and competence, and improvements to operational metrics.
Dan Thompson, Strategy and Transformation Director at Moneybarn
Read the full use case here…