CASE STUDY
working with Natterbox meant we drew
on its team’s experience to implement
approaches and processes in slightly
different and more efficient ways. We’re
also receiving a level of customer support
we wouldn’t have received with an off-the-
shelf solution,” Giudici said.
Results supporting growth through
scaling and data analysis
Being able to rely on the system in multiple
countries means that Moneyfarm knows
it can count on Natterbox to support its
growth. “Whether it’s new products or new
countries, we can only grow if we have the
infrastructure in place to continue to deliver
the highest level of service to our customers.
Natterbox’s seamless integration in both
the UK and Italy is a critical part of that
foundation, positioning us well for future
expansion,” said Giudici.
mobile phones to be plugged into the system,
making it easy to pick up and make calls no
matter where they are while maintaining the
ability to track and record as required.
“We need to give our customers access to
our consultants when they want support,
not when it suits us. Having a solution
that allows us to seamlessly connect our
employees across Europe means we deliver a
high level of service while working remotely
from another office,” said Giudici.
Consistent call quality is another factor
that can impact customer service,
something Natterbox delivers. “We can’t
have an unreliable phone system and the
conversations our customers intend to have
can be sensitive. If we can’t hear them
properly, it frustrates both them and our
employees. Natterbox’s reliability and call
quality means we don’t have to worry about
whether the system is going to work. It just
does,” Giudici commented.
Moneyfarm has also benefited from
Natterbox’s consultative approach, backed
by responsive customer support. “We
were pretty clear on what we needed but
www.intelligentcio.com
Since implementing Natterbox, Moneyfarm
has been able to track calls for the first time
and start feeding customer interaction data
back into the business. Giudici commented:
“Before, we couldn’t track either inbound or
outbound calls – now we can measure how
long we’re spending with certain customers,
how long it takes to resolve certain issues,
what the outcomes are from inbound
versus outbound calls. There’s a huge
amount we can now learn, which we simply
couldn’t before.”
That extends to being able to identify
the types of conversations which lead to
increased investments or sales, which can
then be built into training and development
programmes for investment consultants and
customer service teams.
An innovative future
While that process is currently manual,
having access to previously untapped pools
of data is opening up future automation
opportunities for Moneyfarm. “We’re
looking at how we can implement Machine
Learning to draw on the data found in call
transcripts and then build that back into
the business. Being able to automate it will
allow us to be much faster at understanding
what works for customers.
“Whether it’s adding a new element to our
training, feeding into new products and
services or speeding up time to market, it’s
not something we would have been able to
do without the quality data Natterbox helps
us to harvest,” concluded Giudici.
Neil Hammerton, CEO and Co-founder,
Natterbox, said: “We are delighted to be
working with Moneyfarm and are very
excited to hear of the benefits that it is
already seeing as a result of implementing
the Natterbox platform. Great customer
service will never become a thing of the
past, if anything, consumers are increasingly
striving to find the provider that offers them
the experience they feel they deserve.
“For a company that is dealing with
highly sensitive customer information
worldwide, it is critical that Moneyfarm
is able to deal with its customers with
care and provide a valuable service
that will leave them satisfied. We are
very happy to have already seen such
significant improvements in Moneyfarm’s
customer experience journey and we look
forward to being a part of more exciting
developments to come.” n
IF WE WANTED TO CONTINUE
OFFERING OUR CUSTOMERS A HIGH
LEVEL OF SERVICE, WE NEEDED A
VOICE SOLUTION THAT COULD SCALE
WITH US, GIVING US FLEXIBILITY
WITHOUT BEING HUGELY EXPENSIVE.
INTELLIGENTCIO
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