“Ability is derived by infusing skills, knowledge, understanding and imagination, consolidated by experience”

“Ability is derived by infusing skills, knowledge, understanding and imagination, consolidated by experience”

About Us

reativ is a Business Management Consultancy offering services across Customer Experience, Operations,

Technology and Contact Centres, from strategy through execution.

Our mission is to provide Consulting with a Difference which stems from 30+ years of practical experience, honed by real world success and failure, combined with best practice consultative methodologies and frameworks.

Driven by passion, we believe that every business is unique and it’s nuances must first be understood, to achieve truly transformative results. We draw from our extensive, hands-on experience, to empower frontline staff, streamline operations and deliver purpose built technology, to ultimately exceed customer expectations

About Us

reativ is a Business Management Consultancy

offering services across Customer Experience, Operations, Technology and Contact Centres, from strategy through execution.

Our mission is to provide Consulting with a Difference. That difference stems from 30+ years of practical experience, honed by real world success and failure, combined with best practice consultative methodologies and frameworks.

Driven by passion, we believe that every business is unique and it’s nuances must first be understood, to achieve truly transformative results. We draw from our extensive, hands-on experience, to empower frontline staff, streamline operations and deliver purpose built technology, to ultimately exceed customer expectations

Our Services

'Bringing vision to life'
CUSTOMER EXPERIENCE

Strategy

Journey Mapping

Requirements & Service Design

OPERATIONAL EXCELLENCE

Insights & Opportunity Definition

Organisational Design

Process Design & Service Blueprints

TECHNOLOGY

Service Centralisation

Technology Advisory

Project & Program Delivery

CONTACT CENTRE

Strategy

Service Design & Optimisation

Customer Engagement Platforms

Our Proven Methodology Produces Results

'Honed by real world success and failure'

1. LEARN & RECOMMEND

Our rapid discovery techniques gather and synthesise qualitative and quantitative data, to reveal both problems and opportunities. This is overlayed with real world knowledge and experience to formulate strategy and develop business cases

2. DEFINE & DESIGN

We transform strategic plans into clearly scoped and sequenced programs of work, identify technology solutions and provide guidance and frameworks to go to market, assess vendors and negotiate commercials

3. DELIVER & STABILISE

Our Business Analysis and Project Management Practice refined through first-hand experience managing customer facing, operational and technology teams takes a pragmatic and user centered approach to delivery, while guiding change practices

4. EMBED & IMPROVE

We pride ourselves on adding ongoing value to our clients and continue to do so post delivery, through our benefits realization and continuous improvement programs, facilitated through a series of quarterly business reviews

Ready to Talk?

We can help you bring your ideas to life

What Our Clients Say

Kind words from some of our respected clients

“Passionate”

As a small business without the in-house IT capabilities to conduct a best practice technology gap analysis, we required support that was practical and hands on.

Angelo and team embedded themselves into our business as an extension, as opposed to a third party. They worked purposefully and efficiently, collaborating with internal and external stakeholders.

They used a wealth of knowledge and an enterprise mentality to ensure we not only thought about today, but also considered our future needs, all delivered with passion.

Adrian Rockman,
Managing Director

“Collaborative”

Creativ helped rationalise our current and future needs after carefully understanding requirements. They even engaged suppliers on very specific details early on to remove any ambiguity in technology capabilities.

Throughout the engagement we experienced great patience and care. Creativ went over and beyond what we anticipated, while ensuring a collaborative approach resulting in clear, objective, technology agnostic, recommendations.

We look forward to continuing our relationship with Creativ and thank them for their efforts so far.

Ben O’Shea,
Head of ITSM

Meet The Directors

Our directors bring almost 40 years of combined practical experience.

Angelo

Director
Over the last 20 years, I have been privileged to develop my skills ground up, from front-line, to General Management roles. This experience spans BPO, Telco, Insurance, Financial Services, Utilities, Gaming, Health and Court Services spread across Government, Public, Private and Start-up’s.
Working at a senior management level through mergers, acquisitions and divestures for medium-large businesses allowed me to learn much about the technicalities, legalities, change and human resource balances that arise from these events. This varied skill-set allows me to bring my best to the table, helping Creativ and our clients benefit from the learnings gained.
Outside of work my passion is my family. Their love and support helps me find balance between life and work. Somewhere in-between these priorities, I enjoy philosophy, hikes and bike riding, which allow me to re-centre, unwind and be me.

Michael

Director
My career journey has spanned almost 20 years, across Banking, Insurance, Utilities, Gaming and FMCG sectors.
I am passionate about Digital Transformation that uplifts Customer Experience. This stems from years managing front line, operational, business analysis, project management and technology teams and being impacted by and being the influencer of transformative change.
I am acutely aware of the intersect between people, process and technology and its role in success and failure. I continue to evolve this understanding and am pleased to bring the value of these learnings to Creativ and our clients.
My time spent working is balanced with my love of family, friends, travel, food and the West Coast Eagles!

What problem are you looking to solve?

Now more than ever, the agility, cost and functional benefits offered by Cloud Contact Centre platforms can greatly accelerate digital transformation. Paramount in achieving tangible benefits, is a clear understanding of current state, problems, opportunities and benefit sizing. This enables the creation of a clearly defined and prioritised rollout roadmap that maximises return on investment. The Creativ team have worked with a wide array of platforms and have guided multiple organisations through identifying and implementing fit for purpose solutions. We are solution agnostic, meaning we don’t partner with a specific solution or niche group of solutions. Therefore, we start with your unique business problems then find the solution that is the best fit from a functional and cultural fit perspective. Wondering why cultural fit is important when choosing a technology platform? Ask us!

COVID-19 forced many businesses to implement or accelerate implementation of Cloud Contact Centres, to enable business continuity with staff working remotely. As a result, many implementations were rushed and businesses are now finding minimal return on ROI from previous solutions and are in need of rationalising tactical decisions. The team at Creativ are experts in Contact Centre Optimisation and Contact Centre Telephony and Omni Channel Engagement Platforms. With over 30 years’ experience, our team of experts can rapidly assess system configuration and operational data and identify optimisation opportunities, from IVR and contact flow design, through to improving conversion through skills based routing and optimal methods for blending agents across different types of interactions. Creativ remains up to date on the latest technological capabilities to help you cut through the noise. 

With constant pressure to reduce cost whilst maintaining quality, enabling or increasing digital self-service capability should be a strategic priority for every organisation. Key to encouraging and supporting customers through a transformation to increase digital self-service, is ensuring your business has a strong digital support presence. The team at Creativ can help you define a support strategy underpinned by Webchat, Chatbots and Knowledge Management, to help connect your customers with solutions to their support needs and create frictionless experiences.

The Creativ team uses rapid data gathering and analysis techniques to consolidate both quantitative and qualitative data from multiple sources, to form customer insights. We work closely with key business stakeholders to build Customer Journey Maps enriched with these insights, to form a consolidated view of problems and opportunities, including size of benefits that could be realised. The outputs of these activities drive both tactical and strategic initiatives.

Creativ offers a range of services including: 

  • Virtual CTO
  • Requirements and Gap Analysis
  • Customer Journey Mapping and Service Design
  • Procurement
  • Service Delivery

Take the guesswork out of understand and solving problems! Our proven approach combines enterprise mentality, agile methodology and flexible cost structures that befits the fluidity of running an SMB. Our experienced practitioners are ready to seamlessly augment your business, to deliver successful outcomes, on time and on budget. We allow you to maintain focus on the critical job of running your business, while we work to optimise it.

Customer feedback is invaluable, it helps steer you in the right direction. When implemented correctly the delivery method and intent of the questioning becomes critical to ensuring you get informative answers. Even business without a formal insights gathering process – often unknowingly – has unstructured customer data in qualitative and quantitative form that can be gathered and synthesised into insights and immediately drive value. Creative can help you rapidly gather and form these insights or identify and design the relevant structure which aligns to your business objectives, to start generating these insights. 

Let’s Talk

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