Easi Group

Driving Business Impact Through Intelligent Automation

Overview

Client Easi

Year 2025

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

Disjointed Systems & Manual Stallpoints

Easi's core problems stemmed from:

System Silos: Multiple, disparate systems for sales, calculations, quoting, finance, and insurance applications operated in isolation.
Inefficient Lead Management: Leads entering their CRM were manually round-robined among consultants, leading to inconsistent follow-ups and varied response times.
Limited Availability: Consultants only worked business hours, leaving customers unassisted at weekends.
Laborious Customer Interactions: A major pain point was the extensive back-and-forth between clients (who enquired via website calculators or vehicle pages) and consultants. This involved numerous manual changes to vehicle selections, lease terms, and inclusions, creating a slow and frustrating experience.
Repetitive Support Queries: Their support team was constantly addressing the same common questions from both new and existing customers, consuming valuable time.

Our Approach

An improved self-serve customer experience through AI & Automation

Our objective was clear: integrate all systems, automate end-to-end processes, and significantly enhance the customer experience. We achieved this by implementing a comprehensive suite of digital and AI-driven solutions.

24/7 Seamless Digital
Quoting Experience

We developed a dynamic, personalised dashboard immediately accessible after a client's initial enquiry (via calculator or quote request). This seamless digital customer experience empowered customers to:

Self-Serve: Independently adjust vehicle variants, compare different models, and explore the impact of changing kilometres or lease terms.
Personalise Quotes: Fully customise their quotes, catering to a younger audience who prefer digital interaction over direct phone conversations.
Accept & Proceed: Like what you see? We made it possible to accept and inform all internal systems so that the customer could proceed with the application process.

End-to-End No-Touch Application Process

Imagine never speaking to a human to secure your new vehicle? We made this possible. Once satisfied with their personalised quote, clients could seamlessly submit it and proceed directly into the application phase. This digital orchestration ensured:

Single Data Entry: Information only needed to be entered once, automatically populating across all necessary applications for finance, insurance, and vehicle registration.
Streamlined Approvals: A fully digital process for all required documentation and signatures.

All-in-One Membership Portal Experience

Upon application approval, customers were immediately on-boarded to a comprehensive membership dashboard. This served as their central lease management system, providing transparent access to:

Lease Data: Full details of their lease length.
Lease Balance: Real- time visibility of their current lease balance.
Savings & Benefits: Savings accrued and transaction statements, similar to an online banking experience.
Budget Management: Detailed utilisation data for fuel, tyres, and even car washes.
Claim Management: Ability to make claims directly within their account.

Intelligent AI Support Agent

We deployed an AI chatbot powered by a comprehensive knowledge base, fed with Easi's FAQs and common support data. This chatbot provided:

24/7 Support: Immediate, accurate answers to new and existing customer queries, reducing the burden on the support team.
Enhanced Specificity: Delivering highly tailored Easi-relevant answers, significantly improving upon previous chatbot experiences.
Direct Contact Integration: Providing direct contact details for relevant suppliers like insurers and roadside assistance.

AI-Powered Support Ticket Automation

Working closely with Easi's support team, we implemented an AI solution to interpret and automate responses to common support requests. This involved:

Enquiry Categorisation: Analysing historical CRM tickets to identify and categorise repetitive enquiries.
Automated Response Generation: When a new ticket arrived, the AI agent formulated a tailored response based on the customer's query, which could then be immediately sent out. This significantly reduced manual response times for common issues.

Real Impact

Record Growth & Enhanced Customer Experience

These strategic implementations delivered significant, measurable business impact for Easi Group:

Record Growth: Easi hit record numbers in 2025, demonstrating substantial growth directly attributed to the implemented automation and AI.
Increased Sales Conversion: Automation and AI enabled Easi to convert more sales by streamlining the initial enquiry and quoting process.
Enhanced Customer Satisfaction: Faster response times, immediate access to information, and advanced self-service technologies like the AI Chatbot led to happier customers.
Operational Efficiency: The automation of lead management, application processing, and support requests drastically improved internal efficiencies, freeing up consultant time for more complex tasks.

By focusing on integrating disparate systems and leveraging AI to automate laborious tasks, Easi Group not only streamlined its operations but also fundamentally transformed its customer experience, paving the way for sustained growth and industry-leading service.