articles

Overview During a high‑risk operational transition, a healthcare organisation needed continuity, high‑touch support for critical interactions, and a controlled pathway to embed a new operating model — without disrupting patients/customers or overloading frontline...

Overview A telecommunications provider running major upgrade and migration programmes needed to scale customer operations without disrupting service, while improving experience and reducing churn. The environment demanded rapid test‑and‑learn, real‑time insight,...

Summary A global appliance brand required an end‑to‑end after‑sales service operation that could manage both trade partners (B2B) and end customers (B2C) across the service lifecycle — from booking engineer appointments to parts ordering, technical support, and...

Outline Many outbound programmes plateau after a maximum number of call attempts, leaving a large portion of eligible customers unreached. In this programme, the client’s traditional approach reached around 55% of the audience — leaving ~45% unreached and the...

Overview ATM Group was engaged to stabilise and modernise customer service for a leading entertainment brand during a time‑critical programme. We built a digital‑first, omnichannel operating model, enabled advisors with better tools and real‑time insight, and...

Outline ATM Group ran a three‑month Proof of Concept (POC) to optimise inbound activity for an appointment‑based service brand. Eligible customers (aged 50+) were offered the ability to book an appointment during their inbound interaction, with the goal of...