Overview
As part of a rescue mission in June 2023, we partnered with a leading company in the entertainment sector to revolutionise their customer service, creating a digital-first, innovative powerhouse. Our collaboration focused on developing a competitive, people-powered technology strategy that enhanced customer engagement and operational efficiency.
Key Achievements
- Onshore and Offshore Customer Advisors: Over 85% of advisors are based offshore in South Africa, providing efficient global coverage.
- Omnichannel Strategy: We introduced an omnichannel approach, which reduced customer pain points and increased engagement through a ‘magic moments’ approach, designed to enhance customer experience.
- Unified Customer View: Real-time insights across all communication channels were integrated to empower advisors to deliver expert service.
- Efficiency Gains: Rapid deployment of solutions, including a unified desktop and knowledge base, accelerated frontline competency and responsiveness.
- Seamless Integrations: API-powered integrations were rapidly deployed to ensure smooth connectivity with the client’s internal systems.
- Future-Proof Development: Innovative tools like SEIVR, Chatbot, Voice Bot, and self-service options were introduced to keep customer service adaptable to future needs.
- Multiple Contact Methods: Customers can now reach support through live chat, messaging, email, and voice channels, enhancing accessibility.
Results and Impact
Our deep understanding of the client’s customers has driven improvements across all interactions, with insights continually informing service optimisations. We built a dedicated team of industry enthusiasts who consistently deliver exceptional experiences, supported by rigorous recruitment and ongoing performance management.
By integrating new channels, self-service tools, and automation, we successfully reduced contact volumes and Average Handling Time (AHT), resulting in significant cost savings and improved customer satisfaction. Key performance improvements include:
- Net Promoter Score (NPS): Increased from 40% to 66%.
- First Contact Resolution (FCR): Improved to 81%.
Then in late 2023, we led a comprehensive technology transformation project, migrating the client from their legacy CCaaS solution to Five9, a leader in the Gartner Magic Quadrant. This full omnichannel transition was completed in under four weeks, demonstrating our expertise in their processes and commitment to efficiency and innovation.
Ongoing Partnership
Our relationship with this entertainment company goes beyond the typical client-supplier dynamic. We collaborate closely, leveraging customer feedback to continually enhance service delivery and add commercial value. Together, we ensure that exceptional experiences are provided daily, guided by a shared vision and a deep understanding of their evolving needs.
