Provident Insurance found itself at a crossroads with an ageing contact centre system, struggling with reliability, scalability, and system integration difficulties, hampering its ability to deliver seamless customer service. They required a reliable solution that could seamlessly integrate with its infrastructure and provide advanced support features to optimise customer service operations.

In late 2021, New Zealand was facing the reality that the Delta variant of COVID-19 would imminently arrive in the country. Reach Aotearoa (previously known as CBG Research) had already assisted the Ministry of Health to provide information and support to close contacts of COVID-19 cases, and with the number of cases anticipated to increase drastically in a matter of weeks, the Ministry urgently required a national case investigation service.

Farmlands needed flexible new working arrangements for its nation-wide customer advisors, to enable them to work from anywhere during lockdowns, and a tool to convert customer call sentiment into actionable insights that improved experiences for on-the-go farmers.

Jaychem is a well established contract manufacturing company based in East Tamaki. Their 40 staff functioned happily and successfully with their on site business phone system until recently, when the system failed and no parts were readily available for a quick repair.