Qualtrics Helps Australian Unity Improve Its Voice Of The Customer Program

Qualtrics Helps Australian Unity Improve Its Voice Of The Customer Program
SHARE
THIS



Qualtrics has announced that health, wealth and living company, Australian Unity, has taken on its customer experience management platform to help drive their health insurance customer experience strategy and competitiveness.

Australian Unity’s customer experience manager James Health said the company was looking for a partner to help break down data silos that existed across the organisation and drive innovation in a highly regulated market.

“We chose to partner with Qualtrics because they provide local support, real-time customer insights, and a user-friendly platform, which allows us to obtain agility and flexibility in our customer experience program and ultimately drive revenues,” Heath said.

Australian Unity also works with Qualtrics on the online delivery of the Australian Unity Wellbeing Index.

“One of Australian Unity’s objectives was to increase the retention of current members by improving satisfaction rates. The Qualtrics solution lets Australian Unity drive ownership of their member base, whilst understanding the voice of customer, at all levels of the organisation,” Heath added.

“Australian Unity previously had a reactive approach to customer engagement but with the Qualtrics solution, we can now develop a robust and proactive customer experience program, through real-time insights that we are using to drive a customer-centric change throughout the organisation.

“The Australian Insurance industry has become incredibly competitive so it was important that we found a platform, which enabled us to understand different ways of doing business and provide solutions to our membership base, which are not within your traditional private health structure.”

“Australian Unity had been capturing customer-centric data for a number of years. As a result, we became very data-rich, but didn’t have the tools to support and disseminate the information to the business leaders who could drive organisational change. Now with Qualtrics, we can really solidify our voice of the customer program and develop a robust customer experience strategy.”

Since signing up with Qualtrics, Australian Unity has experienced positive results from initial customer surveys, and is already seeing an up lift in their NPS score, along with an up take of consumer and member responses. Qualtrics is also helping Australian Unity to inform and support their customer journey mapping.

“We are already looking at expanding the Qualtrics platform to capture website and omni-channel feedback to move towards unification of all customer touch points. This includes integration with our Salesforce.com (CRM) system to help increase sales conversion rates, by enriching the customer’s data for the contact centre representatives,” Heath said.

Bill McMurray, Asia Pacific and Japan managing director, Qualtrics, said, “Qualtrics is driving a paradigm shift in the way that organisations can capture and react in real-time to customer feedback.

“We provide the balance of full-function capability, with a scalable and easy-to-use VoC platform. This enables an organisation to have a flexible and agile program where the company can start small, implement that, learn and iterate and then grow the program out in terms of capabilities/customer touchpoints and scale.

“Organisations can then take action and respond to customers in real-time, to make a negative or OK experience, an exceptional experience and ultimately life-long customers.

“It’s great to see that Australian Unity, like many of our other customers, are able to improve their customer experience programs with Qualtrics.”

 

Please login with linkedin to comment

breakfast show xavier rudd

Latest News

News.com.au Unveils New Homepage
  • Media

News.com.au Unveils New Homepage

Australia’s leading national news website news.com.au today unveiled a new homepage. As the gateway to Australia’s largest news website, the news.com.au homepage delivers 135 million page impressions per month. The redevelopment of the news.com.au homepage has been designed to evolve the brand into the next decade with plans to roll out continued updates across the […]

Study: Startup Mentality Defined By Culture More Than Age Or Size
  • Marketing
  • Media

Study: Startup Mentality Defined By Culture More Than Age Or Size

The lines between startups and corporates should no longer be defined by organisation size, but by the kind of culture they foster, a panel of top marketers have agreed. Some of Sydney’s top marketers – including Guzman y Gomez CMO Lara Thom, Outdoria CEO Nick Baker, Menulog’s head of marketing Tasman Page and Facebook ANZ’s […]

Cupcakes on a cake stand with sparklers
  • Media

The New Daily Turns Five

Online news site, The New Daily, the brainchild of industry super fund boss Garry Weaven and former Age and Herald Sun editor Bruce Guthrie, turns five this week. It boasts a monthly Google audience of more than two million and close to 500,000 daily subscribers. It’s impressive climb up the Nielsen news site rankings – from outside […]

Nielsen: Aussies Aged 50-Plus Spent Most Time Online With News
  • Media

Nielsen: Aussies Aged 50-Plus Spent Most Time Online With News

Nielsen Digital Content Ratings monthly-tagged data for October 2018 revealed that more than half (52 per cent) of the total time spent online consuming news-related content during October 2018 was by Australians aged 50 plus. Desktop was the device of choice for Australians accessing news stories online, contributing to close to half (49 per cent) […]

Haystac Shakes Up National Leadership Team
  • Marketing

Haystac Shakes Up National Leadership Team

Haystac, part of the BWM Dentsu Group, has announced three key changes to its national leadership team as the agency evolves to service the needs of major national and global brand clients. Haylie Marchant moves into a new national role as head of strategy at Haystac. Formerly the general manager of Haystac Brisbane, Marchant will drive Haystac’s new business […]

Virtue Announces New Key Hires, Campaigns And Partnerships In Australia
  • Marketing
  • Media

Virtue Announces New Key Hires, Campaigns And Partnerships In Australia

Creative agency VIRTUE has introduced a number of key hires, innovative campaigns and an expanding roster of clients within its newly established Sydney office. VIRTUE is the creative agency born from global youth media company VICE, and will service the whole of Asia-Pacific from three offices in Sydney, Singapore and Seoul. The agency aims to […]