Rapid Onboarding

Rapid Onboarding

In 2016, Lexer were thrilled to win the trust of one of Australia’s most respected companies — a multi-billion dollar financial services group with over 13 million loyal customers.

To help our client hit the ground running, we embarked on one of the largest onboarding programs in Lexer history.

Here’s how we deployed a fully integrated solution and trained 60 team members across four offices in three cities, with an all too familiar deadline: ASAP.

SOLUTION

From start to finish, we worked with our client over 14 days to decommission their incumbent provider and onboard Lexer across all departments.

We began with a Discovery Session with key stakeholders to scope their business priorities and agree on requirements for immediate delivery.

We translated these requirements into a configureable solution that focused on rolling out Lexer Engage, our customer service platform, with immediate effect to replace their incumbent provider.

The priority was to completely transition to Engage within 72 hours of that first meeting in the morning. With priorities clear and agreed,  Engage was scoped, setup, and delivered that afternoon.

We then worked directly with our client and their workforce scheduling team to organise in-person group training sessions across multiple offices to ensure training was delivered prior to transition. With the team fully trained, the transition to the new platform was seamless with no interruption to service.

After the immediate requirement had been met, we then embarked on an extensive (and less time-sensitive!) rollout of the other products in our suite, ensuring each requirement was met and then integrated into the daily routines of our many users.

IMPACT

Lexer Engage was delivered and the entire team trained and transitioned from the incumbent within 72 hours.

Today, their response times on social media are the fastest in their category, beating out all competitors in Australia.

With Lexer Engage becoming part of the pulse of the organisation, the customer service team have exceeded all KPIs and scored top marks on service, support and innovation.

The actions of the front-line staff in the service team directly translate into real-time, tagged, and relevant Command Screens that display content for both day-to-day use and during crises.

Transparency in social service volumes and quality is now a common reality for our client, and they’ve achieved an estimated cost saving of 50% as a result of switching providers.

We’d love to learn more about your priorities and share how Lexer can help you deliver genuine engagement with the people who matter most to your brand.

Start the conversation today.