The Works were awarded the Optus CRM business in 2016 and I was brought on board as the Creative Lead on the account. My role was to help Optus reposition themselves from a mobile phone-plan provider, to being a home entertainment provider and re-engage customers via the Optus loyalty program - Optus Perks.
 

Optus needed to rethink how they communicated with their existing customers using data and insights previously unused to such a degree and to explore new innovative channels such as messaging bots - all with a mobile-first approach.
 

Optus’ NPS increased and at the end of 2018, had a higher score than Telstra. Happy customers, happy client and a happy agency.​