Enterprise Transformation
Inverted customer service demand management
Services
01
Challenge
An insurance company struggled to meet demand for phone support, despite heavy investment in automation and chatbots. With demand high and customers struggling to get through, many ended up calling several times a day and still never reached an agent. Even with advanced forecasting, capacity planning, and omnichannel technology already in place, satisfaction kept slipping and Net Promoter Score (NPS) kept falling.
02
What If
What if the problem isn’t the technology, but how you meet demand with capacity? What if customers could solve it for you by booking a service agent at a time that suits them, instead of waiting on hold hoping someone picks up?
03
Result
We designed a new approach to demand management that shifted focus to the very start of the customer journey, aligning expectations at the point of contact. Customers were guided to the most appropriate channel and encouraged to schedule interactions during quieter periods. Instead of waiting in long queues, they got a recommendation on the fastest way to resolve their issue and could book a service session at a convenient time. By integrating digital self-service with the customer service platform, every customer was guaranteed a callback within their chosen slot: a far more predictable and seamless experience that lifted NPS, cut waiting times sharply, and avoided significant overtime cost in the first year.
5x
shorter waiting time
11%
overtime cost avoided
Experts on this case
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Mikkel Arvedsen