Australia’s largest government healthcare provider icare (Insurance and Care NSW), has revitalised workers compensation through an innovative overhaul of their approach to customer experience (CX).
Working with insights and research agency Perceptive, icare embarked on an initiative to gain sorely-needed insights to help reshape its relationships, operations and processes through a bespoke customer experience management programme.
The new programme aimed to revitalise a floundering worker’s compensation insurance industry, which was dominated by systems that were disappointing for users at best, and adversarial at worst. The 284,000 Australian employers, 3.4 million workers and inordinate healthcare providers covered by the workers compensation insurance programme, were not receiving the level of support and care they expected—or needed.
Since launching their new CX programme, icare has seen its Net Promoter Score, or NPS, (which measures customer experience and predicts business growth), flourish. icare’s NPS shifted from the low negatives to a score to above 40 - demonstrating a 18.5% increase in customer satisfaction over 18 months.
In less than two years, icare has revolutionised its business and the greater insurance industry of New South Wales Australia.
“Social initiatives, business strategy, even culture; everything in our new CX programme exists to meet the needs of the workers, employers and healthcare providers of New South Wales.”
“Social initiatives, business strategy, even culture; everything in our new CX programme exists to meet the needs of the workers, employers and healthcare providers of New South Wales,” says acting CEO of iCare John Nagle.
“The Insights work we’ve done with Perceptive has helped us successfully develop a more inclusive, more adaptable, more reciprocal workers compensation insurance programme. In addition to this / What’s more our stakeholders; employers, workers and healthcare providers are quickly adapting and thoroughly in favour of the new system,” says Nagle.
“Customer experience is simple, but more often than not, businesses get it wrong. So often companies will implement a CX programme without the knowledge of what is lacking and what is needed. Establishing a CX programme based on Insights has far reaching and transformational benefits for organisations, small and large, and icare is a fantastic example of that,” says Chris Pescott, CEO of Perceptive.
Through world-class CX, icare no longer just provides state-sponsored insurance—it takes the voice of the customer, and amplifies it.
Download the full case study to find out more about the programme, the details surrounding its implementation and how the insights were leveraged to achieve operational efficiencies, a stronger culture and greater social responsibility.