CASE STUDY:

How Expert 360, an online consulting marketplace, accelerated the time it took for consultants to be matched with opportunities and start working.

 

INSIGHT:

Expert 360 is one of the most innovative Australian companies solving the recruitment problem for independent consultants. It’s online nature enables the matching process between clients and consultants and reduces the time involved in the selection process from weeks to hours. The platform however, had its challenges in terms of engagement and retention rates. This was due to the complex nature of the technology stack and a considerable amount of tech debt that the team has to overcome.

 

IDEA:

Expert 360 engaged NECXUS for a customer experience maturity assessment, that involved UX and CX research and user interviews. The review process unearthed certain touch points on the customer journey that were complex, lengthy and often outside of the technology solution. The Necxus team highlighted the relevant friction points for improvement and shared a number of recommendations to increase customer engagement and satisfaction.  

 

IMPACT:

The Expert 360 team is currently working through the recommendations and incrementally implementing the UX improvement recommendations that are not only assisting engagement but also improving the response times and recruitment speed for placements.

 

WEBSITE:

www.expert360.com

Case Studies

CASE STUDY:

How Avant turned a crisis into an opportunity to reassess their operating model and its suitability to support the accelerated drive of its leadership team.

 

INSIGHT:

Avant had a crisis that severely impacted a large proportion of its customer base. Although the crisis was effectively managed, and the business returned to normal operations, the leadership team took this opportunity to understand the root cause and highlight other operational weaknesses.

 

IDEA:

NECXUS was engaged to advise on four key areas:

  1. How effectively the crisis was managed

  2. What was the underlying root cause of the incident

  3. What operational changes could be made to reduce risk of reoccurrence

  4. Highlight other areas for improvement so to better align with the operational needs of the business

 

IMPACT:

NECXUS delivered insights associated with crisis management as well as level one and two causations. We also provided detailed recommendations around operational changes (technology, process, culture, people/skills, accountability, and governance) as well as considerable insight into the disconnect with the business’ operational intent (primarily its drive for agility) and the existing operational model’s ability to support that.

 

NECXUS is currently working with Avant to determine changes to operational design. 

 

WEBSITE:

https://www.avant.org.au/

CASE STUDY:

How mCareDigital diversified their customer value propositions and brought assistive technology to those most vulnerable in our society.

 

INSIGHT:

mCareDigital, an Australian owned and operated SaaS business, needed a way to serve the growing aged care, personal safety and disability market that’s quite fragmented with agencies, individuals, providers and government all playing specific parts in the value chain. As an assistive technology provider, they struggled to navigate the path of regulation, funding and authority in order to provide remote caregiving, which is what their solution is known for.

 

IDEA:

mCare Digital engaged NECXUS to map existing customer journeys and help define a strategy for their emerging customer segments. Necxus identified where and how to improve its technology platform to become more agile with touch points that resulted in less friction, better customer experience and increased conversions to their assistive technology solutions. In addition to that, Necxus helped with new pricing models and go to market strategies.

 

IMPACT:

After just 6 months, mCare Digital launched 3 new value propositions that included productised offers in line with the distinct customer segments and improved the software platform in a way it streamlined the conversion path. This resulted in an increase in sales by 65% quarter on quarter and cut down the time from quote to usage from 1 month to 1 week.

 

WEBSITE:

https://mcarewatch.com.au/

Contact Us

NECXUS

Balmain East, NSW 2041

0434 606 188 / 0419 346 085