Case Study: Synergy improves customer effort with InMoment

Synergy boosts Business Contact Centre CES by 10.3% with InMoment

The customer, Synergy, is Western Australia's largest electricity provider and a government trading enterprise. Facing the limitations of its existing Net Promoter Score program, particularly as the sole service provider in its region, Synergy needed a more effective way to measure customer experience across all channels. They partnered with the vendor InMoment to implement a refreshed Voice of Customer program focused on reducing customer effort.

InMoment's solution involved shifting the key metric to Customer Effort Score (CES) and democratizing the experience data across the organization. This included co-designing fit-for-purpose dashboards with stakeholders, creating an intuitive VoC landing page to improve access, and empowering identified CX champions. As a result, Synergy achieved a 10.3% improvement in CES for its Business Contact Centre and saw dashboard logins surge to over 1,000 per month, a significant increase from fewer than 200 previously.

Synergy