Case Study: Simply Business improves frontline performance and customer service with Centrical

Simply Business boosts frontline performance with Centrical, achieving 94% login rates

Simply Business, a UK-based insurance provider, faced challenges in keeping its frontline contact center teams engaged, motivated, and performing at a high level within a rapidly evolving regulatory environment. They turned to the AI Performance Experience Platform from vendor Centrical to help drive performance, improve knowledge retention, and conduct better well-being pulse checks.

Centrical provided a solution that centralized performance tracking with real-time KPI visibility and dynamic leaderboards to create healthy competition. The platform's microlearning tools achieved an 88% success rate on learning campaigns, saving 1-2 hours on content creation. The solution also saved team leaders 10 hours per week through automated insights and achieved a 94% average login rate among consultants, significantly enhancing productivity and employee engagement.

Simply Business