Uniting disparate systems through a cloud-based contact center

Pre-cloud transition cutomer service challenges and goals

Before migrating to a cloud-based contact center, Humm had three disparate phone systems, outlook email and multiple plug-in bots in its chat system. Martin explains that this infrastructure created a lot of customer service challenges, for example with its commercial team being on a different voice system to its customer experience team. The organization’s agents were based in in three regions (Australia, New Zealand and Manila) and collaboration was very fragmented. If agents had any issues they were unable to reach out to colleagues in other regions and ask for help with customer service issues, and when the company launched products, the launches were siloed and kept to certain demographics only.

Martin explains that the main aim for introducing the cloud-based contact center was to bring all customer service agents across the company together.

She notes: “There was an organizational change when all centers came under one COO instead of being managed by geography. It felt right to bring everyone together and have [a] Center of Excellence. Once we were united, the true pain of the disparate technology was truly brought to the surface, for example we discovered that some teams didn’t have call recording. Getting together and talking and sharing experiences was the cause of the move.”

The implementation process

The cloud contact center was launched in New Zealand in April 2021. As the country was in lockdown, there were doubts over whether the implementation should go ahead.

“I remember the moment a couple of weeks out from go-live and our program manager asked if I was still comfortable pushing the button. Everything I had read said it was easy, intuitive and seamless. We did not know what the future held, so there was no point in deferring it and not reaping the benefits. So, I chose to push the button, ”says Martin.

Humm Group finished the full implementation of the contact cloud center in November 2021.

Rewards of the implementation

To find out Martin’s key lessons from the implementation and the customer experience benefits the Australian fintech company achieved, watch her full session below which was originally recorded at CCW ANZ 2021.