Case Studies

Check out these examples of our work.

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Creating a digital home loan at a big-four bank

This major Australian bank was creating a home loan application for mobile phones. When they realised the complexities of combining all their mortgage documents under a single e-signature model, they called Customer Centrics for help.

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Simplifying complexity at a large superannuation fund

This super fund handles complex disability insurance claims for public sector workers. Their documents were so complex that they took months to produce and few people could understand them. They asked Customer Centrics to help them simplify and automate their approach.

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Transforming a leading general insurer

This large general insurer had a credibility gap: their marketing materials were first-class, but critical operational messages such as renewal notices were paper-based and out of step. They asked Customer Centrics to review and transform their customer communications, with stunning results.

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Rationalising a large health insurer

This regional health insurer had over 1,300 templates across multiple brands. Having reached the point where they could no longer maintain them, they asked Customer Centrics to rationalise and re-design the entire library. We rationalised them down to fewer than 100 multi-brand, multi-channel templates.

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The future of financial services? Clear communication.

A common theme of the Australian Royal Commission into the financial industry was that many customers didn’t know what they were buying. In many cases, this failure on the part of financial institutions was unintentional: they just couldn’t explain their products clearly.

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