FEATURED CASE STUDY

BPP case study

"Premier CX has been nothing but professional, efficient and supportive throughout their time working with us at BPP. They are fantastic at understanding your needs and providing potential resolutions when needed."
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Success stories that speak volumes

Explore our case studies below, and if you’d like to see how we’ve made a difference for our clients, don’t hesitate to reach out!

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BPP Case Study
Videos

30,000 views of one video in a month

We changed text-heavy instructions into succinct, on-brand, easy to follow videos, featuring subtitles and visual guidance

TUI Case Study
IVR

Reducing time spent in IVR reduced by 30%

We re-designed the caller journey, streamlining the call flows, reducing internal transfers and improving FCR rates

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IVR

Wait time down 1m 30s and abandonment 8.78%

Describe how the business has helped you achieve the desired results with your company's services

E.on Case Study
IVR

1.5M successful self-serve uses in a year

We created 26 automation flows within the telephony channel, allowing customers to complete simple tasks like making payments

Severn Trent Case Study
Videos

Empowering over 2,500 customers every month with videos

We took Severn Trent’s challenging topics, brought them to life visually and encouraged self-service

Coop Case Study
IVR

IVR self-service rate up to 28%

We redesigned and rescripted the membership and care IVR journeys focussing on supporting the caller to utilise their digital solutions

Cambridge City Council Case Study
Videos

Increased registrations by 30% in the first month

We created a simple, instructional, and informative video to empower residents to self-register for the portal, reducing incoming call

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IVR

48% reduction in call abandonment

We worked with the Welsh Water brand team to select multi-lingual voice artists and a range of music tracks to fit

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IVR

CSATs up and engaged, involved agents

A system of governance encouraged collaboration between agents, ensuring new messages are shared

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IVR

Call back requests reduced by 80% a month

We identified key opportunities by accentuating their excellent service values and designing an updated caller journey

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IVR

Reduction of 2.6k calls handled by agents

We created robust fail journeys, and integrated the required user functionality, building SMS and out of hours flows

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IVR

CX Hub 24/7 audio delivery and support

With the sheer number and speed of the updates required, the RCN needed an agile process or system