At the end of August we announced that we would be commencing a 9-month Proof of Concept called ‘Total Connect’, as part of our Transformation Programme. This is a new end to end digital offering for customers and we are testing it to see whether it can accelerate our transformation benefits, and improve the day to day experience that our customers receive.
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A typical Total Connect customer account view
The project launched mid-August into a phase of workshops to understand how it would work and how we could offer the best possible customer experience. We started testing the platform by mid-September, then by mid-October we were ready to start putting a small number of customers onto it in the form of a soft launch. This was to make sure everything was working from a system, customer experience, and industry point of view.
We’ll shortly be going live into sales channels to grow a customer base large enough to fully test the customer experience, and learn whether it can be rolled out further to accelerate the transformation benefits.
If you'd like to find out more about what’s going on with Total Connect please do reach out to James Turner, or any other member of the team.
