Success Stories
AMP Improves Operations With Unified Communications
Client:
AMPChallenge:
- Decrease operational costs
- Increase marketplace performance by improving the employee and customer contact experience
Solution:
- Develop, implement, and manage a comprehensive Unified Communications strategy
- Take advantage of the latest technology, including IP telephony, video conferencing, and video collaboration and webcasting over wired and wireless intelligent networks
Results:
- Improvements in employee workforce flexibility and satisfaction
- Enabled increased customer satisfaction through new contact channels to ensure AMP’s market presence
AMP Limited, one of Australia and New Zealand’s leading wealth management companies, is using CSC Unified Communications and Intelligent Networking to help build stronger relationships with customers.
With 3.8 million customers, AMP’s core businesses include financial planning, retail and corporate superannuation, investment management and banking. Running efficient and effective customer support operations are key to keeping demanding customers happy across all these services.
For example, to reach AMP’s goal of increased customer satisfaction, CSC focused on ensuring the way these services are provided allows for more flexibility and mobility for AMP staff. With primary customer interactions occurring on the phone, flexible working arrangements make it easier to ensure customers have the 24x7 support they demand while still keeping the overall cost per transaction down.
A Unified Communications approach
AMP Limited, one of Australia and New Zealand’s leading wealth management companies, is using CSC Unified Communications and Intelligent Networking to help build stronger relationships with customers.
With 3.8 million customers, AMP’s core businesses include financial planning, retail and corporate superannuation, investment management and banking. Running efficient and effective customer support operations are key to keeping demanding customers happy across all these services.
For example, to reach AMP’s goal of increased customer satisfaction, CSC focused on ensuring the way these services are provided allows for more flexibility and mobility for AMP staff. With primary customer interactions occurring on the phone, flexible working arrangements make it easier to ensure customers have the 24x7 support they demand while still keeping the overall cost per transaction down.
Business outcomes
The Unified Communications strategy delivers a number of benefits for AMP, including:
- Improvements in employee workforce mobility, flexibility, and productivity (e.g. increased support for teleworkers and remote workers, particularly with instant messaging)
- Higher levels of availability
- Access to a real-time communication mechanism
- Greater trust, understanding, and relationships between staff at dispersed locations through improved collaboration
Related Information
Download the full case study (PDF 1.6MB).
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