ProHance partners with Customer Science Group

ProHance, a workplace analytics and operations enablement platform, has entered into a partnership with Customer Science Group, a customer experience and digital transformation company based in Sydney.

The collaboration aims to provide ProHance's solutions to an expanding customer base in Australia and New Zealand.

ProHance's platform facilitates organisations in gaining actionable insights into their operations, optimising workforce productivity, streamlining processes, and improving decision-making abilities. Utilising advanced analytics, automation, and real-time monitoring, the company supports organisations in achieving operational excellence and sustainable growth.

Todd Gorsuch, CEO of Customer Science Group, stated, "Customer Science Group is committed to helping organisations realise their customer and digital vision with services and solutions that change Australians’ lives. In recent years, our clients have been asking how to support their hybrid workforce to become productive, successful and effectively plan for the right headcount for service delivery."

Gorsuch added, "ProHance’s seamless integration into our overall consultancy services offering is a logical step. Their ongoing investment in supporting innovation delivers productivity gains of around 15-20 per cent when processes can be optimised and people supported for success. At the same time, their ongoing product strategy aligns perfectly with our core values of providing excellent service and support."

Customer Science Group traditionally consulted with companies and recommended reporting tools that offer a real-time single view of service. ProHance will now enhance this service by enabling customers to view workforce planning and monitoring beyond the call centre, which aims to drive continuous improvement, optimise workforce efficiency, and enhance customer and employee satisfaction.

Gorsuch noted, "ProHance is a compelling solution for Australian enterprises. Its ability to monitor performance for non-phone work also provides insights that support productivity gains, better employee engagement, and greater customer satisfaction. More importantly, for Customer Science Group, we can link these analytics into value management where we can illustrate that work delivered directly calibrates to the purpose and vision of the organisation. In some cases, this means safer roads, healthier Australians, or better economic outcomes, so ProHance's technology can really be very meaningful."

ProHance offers extensive training tailored to the roles of its partners. The partner programme includes sales, marketing, and professional services training delivered in various formats, including in-person, online, and on-site support with existing customer deployments.

Brendan Maree, Vice President and Country Manager for Australia and New Zealand at ProHance, commented, "As ProHance expands its Australian market footprint as a preferred choice for enterprise workforce planning, our channel partners continue to play a critical role in helping our customers take employee and customer engagement to a superior level."

"Customer Science Group is an ideal partner for ProHance in Australia and New Zealand, and their management team exemplifies our shared values of delivering innovative solutions and customer service. We’re excited to drive great results for our customers and achieve mutual business success through collaboration and tapping into their specialist expertise and exemplary track record of success in designing and operationalising customer experience and digital vision," Maree added.