Case studies & success stories

Proof of change, shown through real client outcomes.

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.

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Explore the evidence

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

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Insurance

From Underperforming to Exceeding Targets: How YakTrak Transformed Coaching for a Health Insurer

A branch network trial assessed whether the YakTrak platform could improve leadership interactions and coaching cadence. Compared with the control group, the YakTrak group achieved a 131% increase in behavioural coaching, a 161% increase in goals set and stronger perceptions of coaching quality.
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Banking

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

A large bank worked with YakTrak consulting to make high-quality customer conversations more consistent across Australian and offshore contact centres. The program embedded clear frontline behaviours and tactical coaching, helping reduce AHT by 17.4 seconds and repeat calls from 25% to 19.6%.
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Superannuation

Early warning system leads to consistent performance improvement

Hesta used an early warning system and targeted coaching to improve member support conversations and consultant confidence. Over eight weeks, the work supported a 116% improvement in member referrals and a 39% improvement in customer interaction quality.
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Banking

From Paper to Performance: How YakTrak Improved Adherence, Productivity and Referrals

A six-month trial compared the YakTrak platform with an existing paper and PDF process for tracking coaching, meetings and weekly commitments. Teams with strong operating rhythm adherence showed upward trends in productivity, needs met, home loan referrals and behaviour-focused coaching.
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Private health insurance

Empowering leaders through experimentation

Through a six-month Little Big Experiment program, five managers used purposeful experimentation, coaching rhythms and deliberate practice to link behaviour change to business priorities. The work supported outcomes including an 11% conversion uplift and projected $800,000 annual productivity savings.
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Utilities

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

Using the YakTrak platform and a psychology-led micro-behaviour model, this regulated contact centre introduced structured coaching rhythms and express ACDC coaching. Some agents achieved NPS lifts of up to +40, with stronger call openings, reduced AHT and improved leader visibility.
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“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

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