Case Study: Co-op Group boosts IVR self-service with Premier CX

Co-op Group cuts queue calls by 25% with Premier CX

The Co-op Group, a major retail and services business, sought cost-saving measures that would not diminish their 94% customer service satisfaction rating. They engaged Premier CX to optimize their Interactive Voice Response (IVR) system and steer callers toward digital self-service options.

Premier CX redesigned and rescripted the IVR journeys, introducing a prominent first option for callers to request an SMS link to self-service web pages. This solution led to a 40% increase in IVR self-service, with 15% of callers using the SMS option. The changes resulted in 25% fewer calls joining the queue, translating to significant savings for the Co-op Group while maintaining the 94% satisfaction score. Premier CX successfully delivered an award-winning solution that met all of the client's objectives.

Co-op Group