AGL Energy Digi T&Cs
Business problem
- Customers needed to agree to lengthy Explicit Informed Consent verbiage over the telephone
- Impacts to customer experience, tiresome for connectnow call centre staff
- Impacts to Quality Assurance processes manually assessing compliance
What I did
- Design and manage legal approvals for a digital contracting solution
- Manage build and testing of the digital solution with developers
- Implement SMS strategy, including post-sale customer communications
What was the outcome
- End-to-end design and delivery in 10 weeks
- Typical savings of 6 – 9 minutes per call, customer experience improvement
- Significant compliance improvement through digital delivery & automation
- Reduction in Quality & Compliance assessments needed through voice interaction
- 99% of customers accepted the terms using the new solution
- 50% of customers preferred the new solution
- 36% improvement in call efficiencies
- 78+ NPS for customers who chose to use the new solution