Confidential Information Service: Research and Evaluation Project including Lean Digital Audit

Leading Edge Group was engaged to conduct a Lean digital audit of the client’s current instant chat system and an analysis of the technology, process and statistics as well as research into other modern Live Chat solutions and how they could be deployed to improve upon the existing service.

Based on indepth research, we recommend updating their current service to bring it into line with modern Live Chats that are becoming increasingly familiar to the general public. In addition, we provided a recommendation to implement an updated solution and produced forecast scenarios and resource projections to conduct a pilot of a new Live Chat service.