StepChange.

The solution.

The trust and confidence StepChange developed by working with Connect in the initial phase made the decision to continue with the managed services provider an easy one.

Connect really helped our thinking in this phase through multiple face-to-face meetings and on-site strategy sessions, which served to ratify our thinking regarding our long-term vision and expanded the scope of the short-term tactical initiatives we planned to roll out in phase two,

adds Lovell.

In this phase, the team shifted to an agile methodology, leveraging a minimum viable product (MVP) approach that focused on implementing digital channels that added the most value, rather than a big bang approach that invested in areas that offered a lower return on investment.

“Since we implemented the Genesys CCaaS solution, we’ve experienced how quick and easy it is to update and integrate new functionality,” elaborates Lovell. “This was a major challenge before, with even simple IVR updates often taking months to implement.”

The accelerated time to value means all stakeholders have now experienced the speed of change offered from the new model and have bought into it.

To streamline delivery, the StepChange and Connect set up a dedicated CX Value Stream, with agile teams working alongside frontline colleagues to improve journeys based on real feedback and data.

“This approach is supported by a growing level of internal expertise as more colleagues now have the skills to manage and adapt the platform, which means changes can happen faster and with greater confidence,” continues Lovell.

These changes include the introduction of IVR-triggered SMS, which offered new clients a link to access support online during the call rather than waiting to speak to an advisor.

“This change had a significant impact, reducing wait times and pressure on phone lines, helping clients reach the right support more quickly while freeing up advisor capacity for more complex needs,” explains Lovell.

Other impactful capabilities implemented included text-to-speech IVR, which allows same-day updates without technical dependencies, which helps the team respond faster to emerging needs and improve the caller experience without delay.

In addition, skills-based routing ensures people are matched with the right advisor as quickly as possible, improving both efficiency and care.

From a management perspective, integrated WFM has given advisors live access to schedules, quality monitoring and performance dashboards, which support more consistent coaching and feedback across teams.

Furthermore, flow outcomes, milestones, participant data, and wrap code insights all feed into an optimisation loop that helps identify friction points and test changes more effectively to support continual improvement.

“In this phase of the project, it is not a case of launching technology and stepping back. We now test and refine improvements in weekly cycles. Each improvement is grounded in evidence and focused on removing barriers, making the service more responsive and less reliant on one-off projects,” explains Lovell.

In parallel, the organisation is also delivering email Integration, which removes the need for manual work allocation and improves visibility of client interactions; WhatsApp integration to expand reach and open up new contact options for clients who may prefer mobile-first channels; queue call-backs, aimed at reducing wait times and improving client satisfaction during busy periods; and an integrated knowledge base to support faster and more accurate responses from advisors.