The challenge here was to find a way to add value in the way this company served its clients, but in a way that created more value for customers than it cost to provide it.

Using customer intelligence to predict potential customer unhappiness, we were able to reduce costs by pre-empting complaints before they occurred. We instituted outbound campaigns to contact customers apologising in advance for a problem that we identified, or notifying them of a situation that they can be prepared for.

Customers were astounded to receive proactive calls.  Instead of being angry, they were, in the main, delighted, and the cost of complaints handling was effectively reduced.