MYOB Boosts Customer Experience

Industry: Finance and Business Solutions 
Employees – 2,700 +

THE CLIENT

MYOB is an Australian multinational business management solutions company which helps businesses with their accounting, payroll, payments, retail point of sale, CRM, professional tax solutions and more. With over 50 different business management solutions, MYOB is able to assist businesses of all sizes.

The Project

In 2019, MYOB embarked on a journey to improve its customer experience & operational efficiency by gaining transparency across its business processes using PRIME BPM.

Challenges

  • Complex and cumbersome processes across multiple teams
  • Lack of Transparency in BAUs
  • No consistent processes for customer services
  • Lack of collaboration across teams 
  • Lack of BPM Expertise

Business Results

  • Transformed the customer facing working practices, improving quality of service
  • Minimised the customer response time
  • Paved the way to initiate data-driven business transformation projects
  • Simplified complex processes by providing a visualisation of connections between teams and departments

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