LimeBridge Australia was founded nearly a decade ago to provide specialist advice and services to organisations wanting to improve the experiences they deliver to their customers. We recognised that organisations were grappling with similar challenges across industries such as the need to cut costs but also to support more delivery channels to a customer base with increased expectations.
Our team combines people who have run and improved major operations with those who have brought about significant change as external advisors. We believe we are pragmatic but also skilled in the business of implementing change and getting results. In Australia all our consultants have a minimum of ten years relevant experience and overseas we have access to an extended team of experts and thought leaders within the LimeBridge Alliance.
LimeBridge Australia’s Services:
Limebridge Australia is a specialised consultancy firm that helps our clients deliver better sales and service interactions with their customers. We work across all types of customer interaction and have an outstanding track record in delivery of operational improvements that are better for the company and customer. We have a blue chip list of past clients who are references for our work and results.
- We improve the customer experience and create 20-40% capacity within four months through operational transformation across contact channels
- We deliver benefits in all customer contact points including call centres, self service, retail and back office administration
- We start with a targeted diagnostic of 4-6 weeks which confirms the customer benefits, the size of the prize and the changes you’ll need
- Our point of difference is that we work with and train your people in our methods so that you can improve continuously.
We bring together critical elements such as optimising technology enablers, demand reduction, better team structures, optimising staff knowledge, optimising customer access, optimising customer contact interactions, better workforce planning, and combine them with effective management methods and technologies. We have partnered with many large corporations in Australia to improve performance in contact centres. Our proven methodology of research, design and implementation routinely offers 20-30% capacity improvements in medium to large contact centres. Our products, services and testimonials can be found at www.limebridge.com.au
LimeBridge Australia’s proven methodology of research, design and implementation provides a multi-dimensional view of how you deliver your customer experiences. Using our proprietary methodologies and tools, we will work with you to investigate and redefine key aspects of your operation. We offer four integrated programs:
- Discover Opportunities: Understand the drivers of interactions and opportunities to improve the customer experience;
- Reduce Demand: reduce unwanted contacts while leveraging the valuable ones
- Transform Supply: transform multiple dimensions of your sales and service operations to make them efficient and effective;
- Leverage Feedback: listen better to your customers and embed improvement into everyday activities.
We offer each service individually or as combinations, depending on your needs. For optimum results, we recommend a rigorous diagnostic first to understand the strengths and weaknesses of your current service model.
Then we can choose the most appropriate program based on your current issues and your strategic objectives. Often a program will combine creating a better operating model, reducing unwanted demand and introducing a continuous improvement methodology.
Who LimeBridge Australia Have Worked With:
AMP, McDonalds, South East Water, Commonwealth Bank, Origin Energy, IAG (Insurance Australia Group), Powercor, MLC, Vic Roads, Bankwest, Citipower, Ebay, AHM, Suncorp, AGL, NAB, Synergy, BUPA Australia, Acquire, HP, Medibank Private Health, Yarra Valley Water, CenITex, Australia Unlimited, Australian Trade Commission.
For a Major Australian Financial Services Company – We delivered process and organisational changes to the contact centre to enable improvements across all service measures, increased customer satisfaction and free up time for sales activity.
For a Major Australian Utility - We analysed customer contacts across their various electricity and gas contact centres to identify opportunities to save costs by eliminating calls, and automate interactions. We then guided the re-engineering of processes to implement a series of ‘quick hits’ to eliminate unnecessary low value contacts while in parallel we guided the development of a new customer contact operating model that would optimally implement a recently redesigned customer experience which was tailored for each customer segment
For the Australian Subsidiary of a Multi National Wealth Management Company – We conducted a diagnosis of contact centre operations to identify causes of declining customer satisfaction and service levels, increasing costs and ineffective identification referral and conversion of sales opportunities for new accounts and loans. We then led a 12 month programme to design and implement process changes, refined roles and improved performance management processes to deliver material improvements in performance.
For a Major Australian Bank – We created an award winning self service customer information and sales channel using Internet technologies deployed in kiosks.