Helping our clients outmaneuver uncertainty
COVID-19 has created unprecedented uncertainty. We continue to work with our clients to meet their challenges. Explore our COVID-19 client case studies.
The Tennessee Department of Human Services (DHS) faced a surge in call volumes due to the COVID-19 pandemic.
It urgently needed help to scale up its contact center response. Accenture mobilized 25 skilled consultants in four days to handle surging call volumes. We utilized the contact center solution on Amazon Web Services (AWS) Connect technology. FAQs were added into the system to address the most common questions.
Average hold time was reduced from 38 minutes to under five, and the percentage of calls answered increased from 74 to 98 percent. FAQs created around common questions deflected 45 percent of callers who didn’t require a live agent as a result.
RESPOND: Beyond Blue, a leading national mental health provider in Australia, witnessed a 30 percent spike in negative mental health cases since COVID-19—which meant the non-profit organization had to somehow manage increased operational costs to service the demand.
Accenture partnered with Beyond Blue and Medibank to co-author a Federal Government proposal to fund a national solution for digital mental health services in response to the pandemic.
In just eight workdays, the collaboration was able to secure access to crucial funding, and design and launch the Coronavirus Mental Wellbeing Support Service.
RESPOND: When the COVID-19 pandemic spread across the world, many governments and organizations sought new ways of working together to best mitigate and overcome the virus outbreak in their countries and regions.
The partnership between the Austrian Red Cross and the Austrian government is an example of a swift collaboration tackling this unprecedented global crisis. Part of the world’s largest humanitarian organization, the Austrian Red Cross plays a key role in the government’s crisis response team.
RECOVER AND REBUILD: For a global automaker’s Argentina subsidiary, managing through the pandemic meant bringing employees together on a common platform for better flexibility and collaboration. Accenture partnered with the company on an enterprise-wide Microsoft Office 365 upgrade through a phased migration. Now employees can access data from anywhere and 85 percent report their way of working has improved.