Easi Group

Faster conversion and smoother service with AI automation

Overview

Client Easi

Year 2025

Scope Of Work Automation & AI Enablement

Location Australia

Easi Group, a Novated Lease and Salary Packaging company and a business providing support to Governments and Enterprise businesses with thousands of employees, faced significant operational hurdles due to disconnected systems and manual, inconsistent processes.

Whilst functional, their existing setup involved a fragmented ecosystem of sales, quoting, finance applications and customer onboarding, leading to inefficiencies and a less-than-ideal customer journey.

The Challenge

Easi’s core challenges came down to disconnected systems and too much manual effort across the customer journey. Sales, quoting, finance, insurance, and onboarding workflows all operated in silos, while CRM leads were allocated manually—creating inconsistent follow-up and uneven response times.

With support limited to business hours, customers often had no help on weekends despite enquiries coming through 24/7. On top of that, quote adjustments (vehicle variants, lease terms, and inclusions) required repeated consultant updates and back-and-forth, and the support team spent valuable time answering the same recurring questions from both new and existing customers.

Our Approach

We connected the systems behind the customer journey, then automated the handoffs that slowed teams down. The result was a faster path from enquiry to quote to application, with support that stays available when customers need it.

24/7 Seamless Digital
Quoting Experience

We developed a dynamic, personalized dashboard that customers could access immediately after their first enquiry, whether through a calculator or quote request. It gave them the ability to self-serve by adjusting vehicle variants, comparing models, and seeing how changes to kilometers or lease terms affected pricing.

They could also fully personalize their quote in a way that suits a younger, digital-first audience, reducing the need for phone calls. And when they were ready, they could accept and trigger the right updates across internal systems so the application process could move forward without friction.

End-to-End No-Touch Application Process

Imagine securing your next vehicle without ever needing to speak to a human. We made that real. Once a client was happy with their personalized quote, they could submit it and move straight into the application phase, with the whole journey orchestrated end to end.

Details were captured once and then flowed through every required system, automatically populating finance, insurance, and vehicle registration steps.

From there, approvals stayed just as clean, with documentation, signatures, and checkpoints handled digitally so the process kept moving without delays or handoffs.

All-in-One Membership Portal Experience

Upon approval, customers were onboarded straight into a membership dashboard that acted as their central lease management hub. It gave them clear, always-on access to their lease details, including term length and real-time balance, plus a transparent view of savings, benefits, and transaction statements in an online-banking-style format. They could also track budgets and usage across everyday essentials like fuel, tyres, and even car washes, and manage claims directly within their account, keeping the entire lease experience simple, visible, and self-serve.

Intelligent AI Support Agent

We deployed an AI chatbot backed by a structured knowledge base built from Easi’s FAQs and real support patterns. It gave customers always-on help with fast, accurate answers, taking pressure off the support team while keeping the experience consistent. Because the content was trained on Easi-specific scenarios, responses were more precise and genuinely useful, not generic chatbot filler. When a query needed a human or a third party, the bot could route customers straight to the right contact details, including insurers and roadside assistance, so issues moved forward without delays.

AI-Powered Support Ticket Automation

Working closely with Easi’s support team, we introduced an ai automation layer that interprets and responds to the most common support requests. We analysed historical CRM tickets to spot repeat enquiry patterns and categorise them with clear intent. From there, when a new ticket landed, the AI agent generated a tailored draft response aligned to the customer’s question, ready to send immediately. The result was faster turnaround on everyday issues, with less manual effort from the team.

Real Impact

These strategic implementations delivered clear, measurable impact for Easi Group. In 2025, Easi reached record results, with growth tied directly to the automation and AI introduced across the customer journey.

By removing friction from the initial enquiry and quoting flow, the business lifted sales conversion and captured more demand while intent was highest. Customers benefited too, with faster answers, immediate access to key information, and stronger self-service through tools like the AI chatbot.

Internally, automation across lead management, application processing, and support requests improved operational efficiency and freed consultants to focus on higher-value, complex work.

By connecting disconnected systems and using AI to automate the heavy lifting, Easi Group streamlined operations and reshaped the customer journey end to end. The result was less friction at every step, clearer self-service, and a delivery model built to sustain growth while keeping service standards high.