© 2023 by HORIZON2

Current & past clients

Ditto is a brand new French regulated digital bank,  and we worked with them to help them create and launch their initial multi-currency current account. From initial customer journey development to multichannel service procurement and provision, we took charge of delivering all customer facing operations from on-boarding to account management through to closure. 

 

This necessitated seconding a principal consultant to Paris for 18 months to lead the multilingual project and to work as part of the wider senior management team.

Through their outsourced partner, Serco, we anlaysed reasons for inbound contact with aim of Deflecting, Migrating and Improving their customer contact. Producing a customer contact map and understanding the wider customer journeys and triggers for contact, allowed us to make changes that reduced telephone contact by more than 25% in one month.

We've worked with Argos for more than 10 years in a number of different fields from analysing the impact of and improving customer service calls to automating quality management using speech analytics.

 

We also help Argos Financial Services monitor in store compliance 

during the store card application process through a long running

outbound customer survey programme. 

Sky has been a long term customer and we have delivered analytic projects across all the stages of their customer lifecycle, working with Attraction, Nursery, Service, Retention and Winback operations.  We also redesigned their IVR that handles 60 million calls per year with immediate improvements in customer satisfaction, effort and efficiency.

 

“Quite simply, we’re delighted – the results speak for themselves... we have managed to transform the customer experience and achieve significant operational benefits in a very short timeframe,”  Andy Webster - Head of Contact Design and Delivery

Our work with Aon on their inbound sales calls for a third party insurance client, transformed their operation, taking their conversion rates from 23% to more thn 40%, earning them an additional £8m of revenue in 18 months.

 

“Redesigning our conversations based on the output from contact analytics has delivered results beyond our expectations.  During several consecutive months of record breaking performance our sales conversion rates have rocketed from 23% to 42%.”      Ian Rogers, Operations Director, AON

Amongst others...