Case studies & success stories

Proof matters. See real outcomes by industry — what changed, how fast and what it took. Scan before-and-after shifts tied to AHT, FCR, NPS, conversion and compliance, then pick the next step that fits your context.

Book a demo
Book a discovery call

Explore the evidence

Before and after results linked to AHT, FCR, NPS, conversion and compliance.

Topics
Banking

Making quality repeatable: how coaching created a consistent customer experience at a big 4 bank

YakTrak helped a Big 4 bank improve coaching consistency across large contact centre teams — reducing handle time, lowering repeat calls, lifting engagement, and strengthening leader capability.
Read more
Utilities

Increasing customer satisfaction at Origin Energy

In a three-month A/B proof of concept, Origin Energy’s YakTrak user group lifted customer satisfaction (NPS) by 41% and sales output by 13.75%, with leaders reporting stronger coaching frequency and quality.
Read more
Banking

Improving visibility at Bankwest

YakTrak gave Bankwest real-time visibility into coaching, customer conversations, and conduct risk — helping leaders strengthen support, improve performance, and make coaching evidence easy to retrieve.
Read more
Utilities

First-class behavioural change program yields results

A three-year micro-behaviour program helped EnergyAustralia embed better customer conversations and coaching habits—earning #1 Australian Sales Contact Centre (2020) and outranking 60 contact centres.
Read more
Utilities

Faster, smarter pathways to performance - powered by YakTrak + GRIST

YakTrak + GRIST helped an Australian energy provider link micro-behaviour adoption to NPS and repeat call shifts—delivering NPS lifts of up to +40 alongside stronger call openings and lower AHT.
Read more
Private health insurance

Empowering leaders through experimentation

Purposeful experimentation and a simple coaching rhythm helped a major health fund lift conversion by 11% and project $800,000 in annual productivity savings through reduced AHT and stronger objection handling.
Read more

There are no available articles matching the current filters.

“YakTrak (formerly GRIST) will turn the leaders of your business into better leaders. They do this by ensuring that your leaders are focusing on the things that are going to make them better. They won’t just tell you what you want to hear.”

Rhod McKensey, CEO, Honeysuckle Health (formerly Group Executive, nib)

“YakTrak (formerly GRIST) have built our commercial capability without using a hardcore sales approach. We’ve had our people give us feedback that it’s the best program they’ve been through.”

Julie Bingham, Head of Member Services, QSuper Group

“The people that we’ve worked with have been amazing. YakTrak Consulting (formerly GRIST) have a level of transparency and honesty that, for me, is critical.”

Julie Bingham, Head of Member Services, QSuper Group

“For us, it’s YakTrak’s (formerly GRIST) ability to collaborate and develop bespoke solutions that set them apart. They take on our ideas and objectives in a respectful, mature and synergistic way.”

Ross Miller, General Manager, St George Retail Bank

“I would say one of the many benefits of working with YakTrak Consulting (formerly GRIST) is that they give you a framework that is repeatable and measurable. Plus it’s easy to put it into practice.”

Jessica Redman, Organisational Development Manager, nib

“The power of YakTrak’s (formerly GRIST) analytics is remarkable because it’s so personalised to your organisation and it’s backed by a really robust body of research. The research they do means they can really get to the heart of you and your business.”

Jessica Redman, Organisational Development Manager, nib

“If the regulators came to us and said ‘show us your coaching evidence’ we’d be able to pull it out of YakTrak. YakTrak helped us build risk awareness.”

Leisl Banfield, Change Manager, Bankwest

“The YakTrak platform clearly improved both the frequency and quality of our coaching. Without YakTrak we would not have moved the dial as far as we did and improve the quality of the conversations our agents are now having with customers.”

Cameron Geason, Group Manager, Inbound Sales, Origin Energy

“We have seen a massive improvement in terms of making the conversations we are having easier, it’s a doorway to better conversations.”

Chen Tang, Team Leader, Link Group

“Working with YakTrak has been a pleasure. They’re always open to questions, quick to respond and more than happy to take the time to educate us on how to get the most out of the platform.”

Bupa

Did one of these stories reflect the kind of outcome you’re aiming for?

The next step is to explore how the same approach could work in your environment.

Talk with a consultant
Book a demo