Omnichannel CRM Transformation

Agile Innovation Group was brought in to deliver a rapid transformation - and fast.

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We deployed a cross-functional team of consultants in customer experience, CRM optimisation, and data integration. The mission: design and embed a fully connected omnichannel CRM within 60 days to boost speed, visibility, and customer satisfaction.

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We didn’t start with software - we started with people and purpose.

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Through focused discovery and design sprints, we mapped the service ecosystem, uncovered inefficiencies, and co-created a simpler, data-driven model supported by an omnichannel platform like Zendesk, Salesforce, or Talkdesk.

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The results:

• Resolution times cut by 40%.

• A single, unified customer view replaced fragmented systems.

• Leaders gained live insight through real-time dashboards.

• Customer satisfaction rose sharply as service became faster and more consistent.

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All in just two months.

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By embedding agile ways of working and coaching teams to own the change, we helped the organisation transform how it connects with customers building a smarter, scalable, and truly omnichannel operation.

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Smarter thinking. Faster outcomes. Better consulting.

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