Qualtrics Helps Australian Unity Improve Its Voice Of The Customer Program

Qualtrics Helps Australian Unity Improve Its Voice Of The Customer Program
Bill McMurray
By Bill McMurray
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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.”

 

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