Challenge

As one of Australia’s leading health funds, this organisation’s mission is to form a dedicated customer experience & personalisation constituent to own customer interactions.

Solution

Facto was engaged to expand the BAU team with 3 vendor teams capable of data, digital and decisioning, introducing best practice agile ways of working aligned to this organisation’s commercial and financial frameworks. Facto provided Program, Product, Business Analysis, QA & Testing and Agile coaching capabilities. Results In 6 months (and continuing), the program had implemented agile ways of working, a consistent QA and testing approach, an automation capability to integrate with Technology’s existing CICD pipeline, integrated customer data, delivered an AI engine that was used for outbound communication and commenced delivery of the Digital integration. Digitisation of outbound customer communications provided a net positive financial return in year.

Result

Within the first 6 months the Program had implemented agile ways of working, integrated customer data, delivered an AI engine that was used for outbound communication and commenced delivery of the Digital integration. Digitisation of outbound customer communications provided a net positive financial return in year.