Case Study: Humm Group consolidates customer services systems

Fintech Humm Group have invested in digital tools to provide better experiences for customers.

Digital Nation Australia spoke to Rebecca Martin, head of customer service and sales support at Humm Group to discuss the organisation’s digital transformation journey and their investment in cloud.

According to Martin, Humm’s digital transformation started with the business signing its contract with Genesys in 2019.

“We had a number of other telephony based systems. We had a couple of plugin chat bots. We were using Outlook for email and we were across three different sites. So we’ve got a team here in New Zealand, teams in Australia and a team up in Manila as well. So if you think about the complexity of operating across six to seven different customer channels for both our people and also our IT team, maintaining them, moving to the cloud also was a desire of the company,” said Martin.

“So ultimately selecting Genesys cloud was a no brainer and super easy.”

Martin said that the business’ previous system incuding three disparate phone systems on the same floor, caused challenges for Humm Group, and prevented the organisation from seamlessly transferring between sites.

“We traditionally launched products and they stayed in a particular site on a particular system because we didn't have that flex and ability to scale. So by all coming together and consolidating onto Pure Cloud it just made our lives a lot easier. We've been able to open up channels and we're on the same playing field. So we've all had the same access to the same technology, the same visibility and the same ways of working.”

According to Mark Buckley, vice president Australia and New Zealand at Genesys, the growth that Humm was experiencing meant that the business needed a scalable solution.

“This ultimately allowed Humm to consolidate all its customer-related operations onto a single tool, across all teams, regardless of whether the team member is in customer service, collections, commercial, or the IT help desk,” said Buckley.

“There was no transitional impact on customers and the change was entirely seamless. The new system is now fully operational across commercial sales, sales support, and contact centres. Employees responded particularly well to the clean UI and easy-to-use system, which allowed them to work remotely as required.”

According to Martin, the simplicity of the onboarding experience was welcomed by the team.

“When we first launched it, I remember vividly, a couple of agents who they weren’t part of the testing team, they weren’t part of the project team, they weren't part of the training team, but they picked it up so quickly because it was intuitive.

“They almost became like an online help, so in our chat groups if someone said, ‘Oh my goodness, it's doing this. What do I do?' The agents were coming in over the top to actually help each other. And that's something I've never, ever seen before, throughout my whole career,” said Martin.

According to Genesys’ Buckley, “Genesys understands that frontline employees are essential for success, so migration and implementation is centred around the employee experience.

"Genesys provided clear and concise instructions to facilitate the onboarding process in a way that is highly intuitive for Humm employees. Adopting Genesys technology-enabled employees and internal support teams to reclaim productive work hours to focus on more strategic initiatives and higher-value work.”