www.limebridge.com.au

We are a firm that helps organisations identify and adopt global leading edge practices to increase the effectiveness and profitability of their customer relations. We assist our clients to understand their customers’ expectations of the experience of the organization, their interaction with customers that contribute to that experience, and ways to improve that experience. We focus on delivering improved results in retention, reductions in the costs of service and sales, increased rates of cross sales and improved customer satisfaction.

We are a team of experienced professionals with a mix of consulting and operations experience. The team spans business process, technology and human performance disciplines and has extensive experience delivering value from complex change initiatives. We support our work with specialised tools and methods and work across all high volume sales and service channels including the internet, contact centres, sales forces, branch delivery and supporting administration.

We have four related service offers:

LISTEN – Customer Strategy and Voice of the Customer

We provide a way for our clients to understand which elements of the experience they deliver to their customers have the biggest impact on their loyalty and commitment. We help design the business model to efficiently and effectively deliver that experience . We also provide a way to capture feedback from their customers against these critical attributes in near real time and use it to make timely improvements in business practices to optimise performance and proactively management retention risk

SELL – Referrals and Sales Process Re-engineering

We analyse the flow of sales opportunities and referrals across channels to identify causes of low conversion or utilization. We then help our clients to re-engineer policies and processes to fully leverage investments in sales systems to provide a way to reliably manage sales opportunities to closure irrespective of the channel the customer chooses to interact with their business.

SERVE – Contact Analysis, Elimination, Deflection and Insight

We examine the value and processes for interaction of customers with the business from both the business and customer perspective. From this analysis we help to deliver significant reduction in cost to serve and improve customer satisfaction by eliminating low value contacts, and deflect others to the most appropriate self service channel.

OBSERVE AND EMPOWER – Contact Centre Performance Management

We help our clients implement the right set of KPI’s that will drive execution of their customer strategy. We provide a contact centre performance management software application that integrates the various data sources in the contact centre and makes it easy to measure performance from multiple perspectives in a way that is timely, consistent, reliable and easy to interpret. We also help to design and implement the performance management and development processes that empower individuals to achieve more and self correct leading to improved performance in strategically key areas.

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.

AMP, Commonwealth Bank of Australia, Origin Energy, Medibank Private, Australian Health Management, ANZ Bank Limited, Yarra Valley Water, BUPA Australia, VicRoads, Aurora Energy