CX Audit, Journey Mapping & CX Strategy
Leading UK Car Finance Company
The Challenge
A leading UK car finance provider approached NextGenCX with a clear challenge: reduce pressure on the voice channel, while improving the digital experience for customers managing their accounts online.
At the time, the contact centre handled around 600 inbound calls per day across a team of approximately 50 agents. Customers often needed quick answers while logged into their online account, but the only real-time support option available was the phone.
The business wanted to introduce live chat but they needed a partner who could help them design the experience properly and ensure a successful launch.
How We Helped
NextGenCX was brought in to conduct a full customer experience audit and review of the existing customer journeys.
This included an assessment of five key customer journeys alongside competitor benchmarking. We also facilitated workshops with operational stakeholders to validate findings and explore key pain points across the contact centre.
Using this insight, NextGenCX redesigned the customer journeys and developed a clear, actionable CX strategy, setting out immediate improvements alongside medium and longer-term recommendations.
We also worked alongside the team to implement the strategy and turn insight into meaningful operational change.
The Outcome
The project delivered clearer customer journeys and a phased strategy to reduce avoidable demand.
Key improvements included:
Introducing authenticated customer journeys that reduced advisor handling time by presenting customers as pre-verified
Implementing robotic process automation (RPA) to enable customers to self-serve for early settlement figures online
Developing and launching a new live chat channel to support the shift towards greater self-service
The live chat channel now handles around 250 customer interactions per day.
Around 78% of customers using live chat now complete ID&V before reaching an adviser, saving approximately 90 seconds per interaction.
Based on current interaction volumes, this is estimated to save around 1,268 operational hours per year, equivalent to approximately £32,000 in annual efficiency savings on this one channel alone.
The Result
The project demonstrated how a combination of customer journey redesign, operational planning and digital integration can successfully shift demand away from traditional voice channels without compromising customer experience.
The organisation now has a clear roadmap for future improvement, supporting greater digital adoption, a more joined-up customer view and a more digital-first approach to customer contact.
At NextGenCX, we believe meaningful improvement starts with understanding the reality of the current experience. By identifying friction points and inefficiencies, organisations are better placed to design services that work for customers and operational teams.