Case studies

8 Mar, 2023

55% decrease in call volume to the contact centre after My AccountPortal and ACS changes

The client

MYOB is a leading business management platform with a core purpose of helping more businesses with 0-1,000 employees start, survive and succeed. Having started as accounting software, MYOB has taken significant steps toward becoming a cloud-based business management platform, acquiring or partnering with 15 businesses that add value and capability to MYOB’s offering.

MYOB helps customers streamline key business workflows, from finance and inventory management to employee onboarding and payroll, helping businesses make better decisions, unlock their full potential, and grow.

Catherine Quinn and Stefan Vargheese from the Platforms team engaged Midnyte City witha remit to assist in delivery, improve platform resilience and grow the technical capability in the team. This involved backlog grooming, prioritisation, ways of working, re-engineering workflows, technical capability uplift and minimising dependency on a legacy system.

One of the key early successes was adding functionality in the My Account Portal. The Accounts and Contacts Store (ACS) enabled customers to view and edit contact details, where they were previously required to phone the contact centre, which was a more time consuming process.

The Midnyte City and MYOB developers paired on the work and liaised with the existing MyAccount team to incrementally deliver the following updates:

  • Phase 1 - Enabled customers to view existing details using the Accounts and Contacts Store

  • Phase 2 - Enabled customers to edit addresses (both business and billing)

  • Phase 3 - Enabled customers to edit first name, last name and phone number

To track the value of this change, the team took a snapshot of total weekly interaction volumes in the call centre. Using this data over the course of the roll out, the team determined that the three phases of My Account Portal and ACS updates resulted in a 55% decrease in call volume from customers needing to update their contact details.

Other notable metrics include:

  • 36% reduction in users accessing the contact page

  • 36% reduction in users revealing a phone number to call for assistance

  • 45% reduction in users revealing the My Account and Billing phone number specifically

An additional architectural benefit of the ACS and My Account Portal changes is the reduction in complexity, due to less interfacing with a legacy system for account details. This increased delivery speed and furthered the organisation’s architectural goals of delivering a modern, intelligent solution for small and medium sized businesses across Australia and New Zealand.

Final Words

"Midnyte City are an absolute dream to work with. I fully trust them to understand the brief and to devise modern solutions that allow us to deliver great outcomes for our customers. Through authentic leadership, Midnyte City not only drive solutions, but they also provide the support, space and confidence for our internal teams to own and progress those solutions."

Catherine Quinn
Platform Lead - Delivery at MYOB

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