Paintback Call Centre

Paintback operates throughout all states and territories in Australia, with over 86% of the general population a short drive from a Paintback location. In 2024, Paintback undertook a three-phase digital transformation programme. As a part of the phase, Paintback engaged Symphony3 to modernise its customer service infrastructure, starting with its call centre operations.

The Digital Challenge 

Paintback relied on a third-party managed call centre that ran a system that was manual, lacked automation and was expensive relative to number of queries handled. With the existing arrangement ending on 30 September 2024, Paintback faced a hard deadline to replace their existing processes.

The Vision

Direct control over customer service operations. When a customer calls the existing 1300 number, a customisable AI agent handles the interaction, directing callers to the right information, transcribing voicemails, and reporting on call activity. Routine queries are resolved without agent involvement. For anything more complex, agents step in with full visibility over calls and voicemails from one place. 

The Solution

Symphony3 deployed an in-house call centre solution for Paintback using Amazon Connect, AWS's cloud-based contact centre platform. Key components include:

• Automated Modern Call Centre - A fully automated and modern call centre solution that enhances customer interactions and improves service efficiency.​
• Scalability - The new system is designed to grow with Paintback, providing flexibility and adaptability for future needs.​
• Amazon Connect Integration - Utilising Amazon Connect, the call centre benefits from the proven, world-class customer contact software of Amazon.com, ensuring reliable and efficient service delivery.​
• 24/7 Access to Information and Services - Customers now have round-the-clock access to essential information and services, ensuring support is always available when needed.​
• CRM and Supplier Systems Integration - Seamless integration with Paintback’s CRM and supplier systems ensures smooth, uninterrupted service across all customer touchpoints.​
• High Security - The system is fortified with robust security measures, safeguarding customer data and ensuring privacy.​
• Cost-Effective Pay-As-You-Go Service - The solution offers a flexible, cost-effective pay-as-you-go model, making it accessible and sustainable for the business.​
• Advanced Reporting with AI-Driven Sentiment Analysis - Detailed call reporting, including AI-driven sentiment analysis, provides valuable insights into customer satisfaction levels, enabling continuous improvement.
• Deadline met - Symphony3 ensured the solution was deployed within 4 weeks meaning Paintback met their deadline.

Transformative Results

• 80% of customer queries are handled automatically, without agent involvement.
• All calls nation-wide handled with minimal manual intervention.
• Callers find their nearest drop-off point immediately, no hold time, no agent required.
• Paintback controls its own call centre operations, no longer dependent on a third party to manage or make changes.
• Time saved from system switching, with staff now handling calls from one place.
• Every voicemail arrives with a written transcript, giving agents a written record of every message.
• Management has clear visibility over call volumes and performance.

The Symphony3 Difference

Symphony3 delivers a cloud based service combined with a human touch – we call it SWAS (Software with a Service). We work closely with our clients on every engagement and ensure you are supported once the solution goes live. It is an approach that is collaborative, and flexible, and ensures you get technical advice tailored to your organisation.