Intelligent CIO Europe Issue 16 | Page 65

CASE STUDY working with Natterbox meant we drew on its team’s experience to implement approaches and processes in slightly different and more efficient ways. We’re also receiving a level of customer support we wouldn’t have received with an off-the- shelf solution,” Giudici said. Results supporting growth through scaling and data analysis Being able to rely on the system in multiple countries means that Moneyfarm knows it can count on Natterbox to support its growth. “Whether it’s new products or new countries, we can only grow if we have the infrastructure in place to continue to deliver the highest level of service to our customers. Natterbox’s seamless integration in both the UK and Italy is a critical part of that foundation, positioning us well for future expansion,” said Giudici. mobile phones to be plugged into the system, making it easy to pick up and make calls no matter where they are while maintaining the ability to track and record as required. “We need to give our customers access to our consultants when they want support, not when it suits us. Having a solution that allows us to seamlessly connect our employees across Europe means we deliver a high level of service while working remotely from another office,” said Giudici. Consistent call quality is another factor that can impact customer service, something Natterbox delivers. “We can’t have an unreliable phone system and the conversations our customers intend to have can be sensitive. If we can’t hear them properly, it frustrates both them and our employees. Natterbox’s reliability and call quality means we don’t have to worry about whether the system is going to work. It just does,” Giudici commented. Moneyfarm has also benefited from Natterbox’s consultative approach, backed by responsive customer support. “We were pretty clear on what we needed but www.intelligentcio.com Since implementing Natterbox, Moneyfarm has been able to track calls for the first time and start feeding customer interaction data back into the business. Giudici commented: “Before, we couldn’t track either inbound or outbound calls – now we can measure how long we’re spending with certain customers, how long it takes to resolve certain issues, what the outcomes are from inbound versus outbound calls. There’s a huge amount we can now learn, which we simply couldn’t before.” That extends to being able to identify the types of conversations which lead to increased investments or sales, which can then be built into training and development programmes for investment consultants and customer service teams. An innovative future While that process is currently manual, having access to previously untapped pools of data is opening up future automation opportunities for Moneyfarm. “We’re looking at how we can implement Machine Learning to draw on the data found in call transcripts and then build that back into the business. Being able to automate it will allow us to be much faster at understanding what works for customers. “Whether it’s adding a new element to our training, feeding into new products and services or speeding up time to market, it’s not something we would have been able to do without the quality data Natterbox helps us to harvest,” concluded Giudici. Neil Hammerton, CEO and Co-founder, Natterbox, said: “We are delighted to be working with Moneyfarm and are very excited to hear of the benefits that it is already seeing as a result of implementing the Natterbox platform. Great customer service will never become a thing of the past, if anything, consumers are increasingly striving to find the provider that offers them the experience they feel they deserve. “For a company that is dealing with highly sensitive customer information worldwide, it is critical that Moneyfarm is able to deal with its customers with care and provide a valuable service that will leave them satisfied. We are very happy to have already seen such significant improvements in Moneyfarm’s customer experience journey and we look forward to being a part of more exciting developments to come.” n IF WE WANTED TO CONTINUE OFFERING OUR CUSTOMERS A HIGH LEVEL OF SERVICE, WE NEEDED A VOICE SOLUTION THAT COULD SCALE WITH US, GIVING US FLEXIBILITY WITHOUT BEING HUGELY EXPENSIVE. INTELLIGENTCIO 65