A multichannel retention solution

Kura partnered with a Trade Union who represents, supports, and negotiates on behalf of all UK professionals. They are member run and led. They fight for the best terms and conditions as well as lobbying and campaigning on the issues impacting the medical profession. They also offer members learning & training courses.

Case Study

Contact centre and omni-channel software solution

Our client is a trade union that advocates for and engages in negotiations on behalf of all doctors and medical students in the UK.

It operates under the leadership of its members. Their efforts are directed towards securing favourable terms and conditions, while also actively advocating for and addressing matters affecting the medical field.

Additionally, they provide educational and training programmes for their members.

Kura were selected as the partner of choice to revolutionise their current service on behalf of its members. We achieved this through technology & innovation and we are known as a business that has the best people in the industry to deliver exceptional customer experience to our client’s members.

We designed, developed, evaluated and implemented a multichannel retention solution with our software SyntelateXA.

This solution now gives the members a channel of choice 24/7 and the ability to connect whenever is convenient for them.

As part of the implementation we were required to TUPE employees from the previous supplier which is an area we specialise in, the overall TUPE process was recognised by our new teams as exceptional and testament to our vision ‘being unrivalled in developing people’.

Overall the implementation was deemed a huge success by our client, its members and our people onboarded through either TUPE or new ramp hires.

  • 90%+ KPI delivery across all channels
  • 32% increase in member engagement rate
  • 97% member satisfaction scores
  • +60 employee engagement NPS
  • 100 point improvement on client NPS
  • 120% increase in membership retention
  • £413,000 spend saving through CI initiatives
  • 30% AHT reduction
  • 6 years average tenure
  • 64% attrition improvement to previous supplier

Our client is a trade union that advocates for and engages in negotiations on behalf of all doctors and medical students in the UK.

It operates under the leadership of its members. Their efforts are directed towards securing favourable terms and conditions, while also actively advocating for and addressing matters affecting the medical field.

Additionally, they provide educational and training programmes for their members.

Kura were selected as the partner of choice to revolutionise their current service on behalf of its members. We achieved this through technology & innovation and we are known as a business that has the best people in the industry to deliver exceptional customer experience to our client’s members.

We designed, developed, evaluated and implemented a multichannel retention solution with our software SyntelateXA.

This solution now gives the members a channel of choice 24/7 and the ability to connect whenever is convenient for them.

As part of the implementation we were required to TUPE employees from the previous supplier which is an area we specialise in, the overall TUPE process was recognised by our new teams as exceptional and testament to our vision ‘being unrivalled in developing people’.

Overall the implementation was deemed a huge success by our client, its members and our people onboarded through either TUPE or new ramp hires.

  • 90%+ KPI delivery across all channels
  • 32% increase in member engagement rate
  • 97% member satisfaction scores
  • +60 employee engagement NPS
  • 100 point improvement on client NPS
  • 120% increase in membership retention
  • £413,000 spend saving through CI initiatives
  • 30% AHT reduction
  • 6 years average tenure
  • 64% attrition improvement to previous supplier

"Great work, thanks to our colleagues at Kura for all their efforts”

Director of Member Relations

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