Case studies & success stories

Utilities

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

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Utilities

Embedding a leadership program with EnergyAustralia

EnergyAustralia partnered with YakTrak and GRIST Consulting to embed a consistent leadership and conversation framework across frontline teams. Supported by the YakTrak platform, the program contributed to 9% higher customer satisfaction, 13% higher employee engagement and 13% higher sales conversion.
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Utilities

Increasing customer satisfaction at Origin Energy

Origin Energy used a three-month A/B proof of concept to compare YakTrak platform users with non-users across retail and contact centre teams. The user group achieved a 41% increase in NPS and a 13.75% increase in sales output.
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Utilities

Powering Better Coaching: How YakTrak Lifted Customer Satisfaction and Sales

A contact centre trial compared teams using the YakTrak platform with a control group using SharePoint and paper-based systems. Over three months, the YakTrak group improved customer satisfaction by 25% and achieved a 13.75% higher sales result than the control group.
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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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Utilities

Back on track

An eight-week Test and Learn program helped three phone-sales teams rebuild consistent customer conversations after earlier behaviour change lost momentum. By refocusing on high-impact micro-behaviours, coaching rhythm and deliberate practice, the teams lifted NPS by 24 points, FCR by 9.3% and doubled cross-sell.
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Utilities

First-class behavioural change program yields results

Energy Australia worked with YakTrak consulting to embed micro-behaviours, coaching rhythms and behavioural analytics into daily phone sales conversations. The three-year program supported long-term behaviour change and helped Energy Australia rank #1 Australian Sales Contact Centre.
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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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