Easi

Enhancing the customer experience with technology.

Overview

Client Easi

Year of Completion Ongoing

Location Australia

Easi is a pioneer in salary packaging and novated leasing, struggling with complex onboarding and customer support challenges. Juicebox revamped their customer experience by simplifying the leasing process and introducing the Easiquote app. This innovation led to 60% faster deal closures and a 25% increase in conversion rates.

Reinventing Customer Experience

Easi is one of the pioneers of the salary packaging and novated leasing industries. The industry has always shared the same challenges, laborious onboarding processes and losing potential customers due to complexities in their understanding in how it works.

We explored the entire customer experience to unpack these complexities to see how the realisation of technology and shifting perception could drive growth.

60%

Faster deal close rate through Easiquote app

25%

Increase in enquiry through AI Agent

17%

Lift in deal conversion rate from campaign

Eradicating Onboarding Pain Points

Seeing how much they could save and getting a quote and for their new dream car was simple, however there was a customer experience speed bump that followed.

Easi customers were being asked to enter the same information and physically print/sign forms for finance, insurance, registration and fuel cards. This lengthy process was uninspiring leading to delays in closing out a deal.

Enter Easiquote.

We developed a new application, Easiquote, that extracts data from Easi’s quoting system via API, making data input, digital signing, and rendering provider forms easy. Easiquote transformed the customer experience by making it easy and hassle-free. Deals are now closed 60% faster.

Artificial Intelligence has all the answers

Easi were utilising an offshore company to resource their Live Chat. Due to the complexity of the subject matter, too often support was unable to answer specific questions which resulted in dropout.

We introduced the infrastructure to establish a private knowledge base, assisting Easi in generating and importing common content and a wealth of industry data. Once established the chat agent was which linked to AI intelligence through API.

The smarts didn’t end there as we programatically assessed AI responses to look for common terminology and provide the visitor with a call-to-action for the next step, ie. ‘submit a fuel claim’ or ‘request a quote’.

This led to an immediate 25% growth in conversion.

Operational effiency and growth through automation

Juicebox designed and implemented a new CRM strategy with automated workflows and custom reporting through HubSpot to streamline data management, drastically reduce administration and encourage intuitive lead generation.

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

Shifting perception

With an industry-leading customer experience, technology and smarts, we then aimed to drive enquiry. It began with acknowledging market perceptions. How do car buyers feel about salary packaging? Our strategic insights would define our objective.

Defining benefits

The benefits of Easi (car finance savings, better access to cars, car management in one place) were not defined or communicated.

New audience

There were barriers – complexity and eligibility – getting in the way of people opting for car finance, and we needed to overcome them.

Quality leads

Leads were lost through multiple workflow systems, manual communications, and sales consultants wasted time as a result.

User experience

The customer sign-up process was complicated and time-consuming (multiple forms needed to be manually completed and scanned), putting off potential customers.

So easi, they can’t lose

We created a parody game show concept to reach the audience at the beginning of the car-buying journey across paid search, socials and YouTube. The contestants’ task is “so easy, they can’t lose”, transitioning perceptions around car finance.

The transformation

We smashed the barriers of finance, complexity and eligibility, by honing on key benefits (car finance savings, access to better cars, all car management in one place) with a simple but impactful message.