Diagnose
Interview leaders and teams, observe frontline work and distinguish symptoms from causes.
CompletedCase study · Member engagement · Independent review
A clearer route forward without a premature platform replacement
HiSynergy reviewed how technology, people and operating practices supported member engagement, separating platform capability from the implementation and service-model issues behind frontline frustration.
Client context
A relationship-led service under operational pressure
A UK insurer’s relationship-led model relies on Field Sales as the main relationship owner for many members, supported by Member Services and Claims. After 24 months on its contact-centre platform, teams were reporting persistent operational frustration.
What the review uncovered
The visible concern was only part of the problem
- Dropped calls, confusing applications, inconsistent system knowledge and headset problems shaped the visible concern.
- Member conversations and demand could move between teams without consistent capture, context or reporting.
- Training, administration and management information depended on too few people and informal workarounds.
Independent diagnosis
The technology was broadly fit for purpose and commercially appropriate
Interviews from the CEO and functional leaders through to operational teams, plus observation of agents using the platform, showed that incomplete implementation, weak enablement, under-used capability and operating-model gaps were the main causes. Replacement was not recommended.
Programme journey
From diagnosis to practical enablement
Decide
Confirm the platform should be optimised before replacement or further feature investment.
CompletedImprove
Complete the agreed actions across routing, training, MI and governance, assigned to HiSynergy, the client or its technology service providers.
CompletedEnable
Develop new AI journeys for Field Sales to increase their overall efficiency, and enable them to rapidly answer complex policy questions.
CompletedEvidence-backed value
The 2 phases were successfully delivered, with immediate improvements for the client and new AI-enabled support for Field Sales
The review redirected attention from disruptive replacement to targeted optimisation. Actions were assigned across HiSynergy, the client and its technology service providers, and the client reported being very happy with the immediate impact of the changes.