We develop customer service solutions for all sorts of businesses. We work predominantly with retail companies and financial services – from boutique insurance companies to multinational banks.
We have 20 years of experience in empowering businesses to deliver customer service excellence. From considering regulatory requirements to understanding the complex processes involved, our combination of expertise and customisable technology can be tailored to your organisation's needs.
Saga identified that customer service in their insurance section was not optimal. Teams were working in silos, without a single source of truth for their customer. A large number of generic tasks were being undertaken manually, and agents were spending too much time screen-switching and gathering information, which led to below-par customer experience and low productivity.
7 figure annual efficiency savings and rated 7th in Customer Satisfaction Index across all business categories for customer service.
Implemented a centralised content management system and rigorous quality assurance workflows
Cross-enterprise integration with Sage technology base
Consolidated and automated task distribution coming from multiple channels
We have worked with Matalan since 2008 to bring together all aspects of customer service channels, including email, IVR, webforms, social, webchat and FAQs and the unique challenges of the Matalan card.
Realised multi-million point cost savings over 3 years
Automatic classification and prioritisation of enquiries before distributing to agents with availability and the right skills
Our security protocol, escalation tools and full audit trail enabled Matalan to move their workforce to fully remote during 2020 with confidence
Implemented an omnichannel customer service solution handling over 250,000 enquiries per month
We worked with Volkswagen to implement Lokulus in their organisation. They serve multiple brands across a single, centralised contact centre.
Our technical team worked with the teams at Volkswagen who would be using the platform the most, with fantastic results.
Integrated with existing CMS
Integrated with bespoke CRM
Drove cost-savings across Customer Service function
Improved customer satisfaction scores by 50%
We worked with Capita on a BBC project. Implementation with another provider failed, and we supported them with a front and back-end solution.
Worked in conjunction with multiple vendors, including IBM
We automated payment collections while maintaining PCI compliance and working within their existing payment systems.
Simplified complex business processes and automated them, which resulted in reduced time to serve across the contact centre.
Our experts work with you to configure Lokulus in a way that suits your needs. Once the implementation is complete, we stay in touch to offer support and guidance, help train your teams and iron out any teething problems.
