Easi

Reinventing the Novated Leasing Experience

Overview

Client Easi

Year of Completion 2024

Impact

24% increase in website traffic

60% faster deal closure

25% growth in conversions through AI powered support

Easi, a pioneer in the salary packaging and novated leasing industry, faced several long-standing challenges common in the sector. Laborious onboarding processes and customer confusion around the leasing process were leading to significant dropouts.

While getting a quote for a car was simple, the journey after this point became complicated, leading to delays and frustration.

Additionally, their offshore Live Chat support struggled to handle the complexity of customer queries, causing further dropout. Easi sought to improve its customer experience through technological innovation to drive growth.

Reinventing customer
experience

We conducted a deep exploration of Easi’s customer experience to identify pain points and opportunities for growth. By simplifying the complexities of the novated leasing process, we developed a new, brand-led website that not only educated users but also provided an intuitive and engaging experience. Motion elements were introduced to guide users seamlessly through the leasing process, making it easy to understand and reinforcing Easi’s brand leadership.

Removing onboarding
pain-points

The introduction of Easiquote, a custom application developed to simplify the onboarding process, eliminated redundant data entry and the need for physical signatures. By integrating with Easi’s quoting system via API, Easiquote enabled customers to complete forms for finance, insurance, registration, and fuel cards digitally, reducing the time to close a deal by 60%.

Enhancing customer
support with AI

To further improve the customer journey, we introduced AI-powered Live Chat, linked to a private knowledge base. This system was designed to handle complex queries more efficiently, providing real-time, accurate responses. Additionally, AI responses were enhanced to offer clear next steps, such as “submit a fuel claim” or “request a quote,” leading to a 25% increase in conversions.

Customer Experience Audit

We analysed the entire customer journey to identify areas of friction, focusing on reducing complexity and improving the ease of use.

Development of Easiquote

By automating data entry and enabling digital signatures, Easiquote transformed the onboarding experience, making it faster and more convenient for customers.

AI-Enabled Support

Leveraging AI and a private knowledge base, we equipped Easi’s Live Chat system to handle customer inquiries effectively, reducing dropout rates and improving overall satisfaction. The AI’s ability to provide call-to-actions improved the experience further by guiding customers seamlessly through the process.

Faster Deal Closures

Easiquote enabled deals to be closed 60% faster, eliminating unnecessary delays caused by manual processes.

Increased Engagement

The revamped website led to a 24% increase in traffic and a 15% rise in deals during the campaign period.

Higher Conversion Rates

Conversion rates increased by 17%, and AI-powered support contributed to a 25% growth in conversions by providing accurate, actionable responses to customer inquiries.

Improved Customer Experience

With simplified processes and AI-enhanced support, customer frustrations were reduced, resulting in a smoother and more satisfying journey from quote to finalising a deal.

Juicebox’s transformation of Easi’s novated leasing journey successfully addressed the pain points of the onboarding process and enhanced customer support through AI. The results speak for themselves: faster deal closures, improved conversions, and a strengthened market position. Easi is now better equipped to lead the novated leasing industry, leveraging innovative technology to deliver a seamless, customer-centric experience.

We went on a remarkable journey with Juicebox. They devised a strategy based on success metrics and delivered on the implementation of technology and automation which has made us a more profitable business.

Scott Iriks Managing Director, Easi Group