A global investment manager

This anonymous financial institution is known for its dedication to innovating and staying ahead of the curve.

Investing in best in class tech drastically enables them to improve the customer experience of its customer support offering. It partnered with Appointedd to undertake this transformation.

The challenge

As the company looked to transform its customer service using an online booking system, Appointedd came highly recommended. Appointedd’s rapid implementation timeline meant they were live in a matter of days. Once live, they were able to flex their calendars based on demand, and adjust availability based on the amount of resources in a given skillset. Now, the company can move away from the traditional helpline model, with extended customer wait times, and instead offer elevated customer experience. All queries are now sent to an email inbox; if the query is straightforward, it’s easily resolved with an email. If it’s more complex, an appointment is set up.

The Appointedd booking system has empowered this global asset manager by relieving time constraints and creating a more enjoyable and efficient user experience. It has completely transformed their approach to customer service.

“The feedback we’re getting is we’re the best in the business. We’re able to respond to queries in such a way that elevates our professionalism and adds value to the advisors who rely on us.

We are going into a call much more prepared, we’re also able to ensure that we are able to align queries with the most appropriate consultant based on their specialisms, so it makes us both look good.”

Anon, Technical Planner

Why now

For a company dedicated to offering best in class service, continuously iterating the customer experience is key. As the company was immediately ready to invest to improve its customer service, it turned to Appointedd to help digitally transform its advice service. Queries that traditionally would have sat on hold waiting to speak to the first person available are now directed to an email inbox. If the query is straightforward, it’s easily resolved with an email. If it’s more complex, an appointment is set up.