Entertainment | Harte Hanks

a rapid-service delivery overhaul with major customer support.

Case Study

Challenge

In 2014, a major entertainment provider faced challenges launching a new online subscription service. Most of their customer base that had been purchasing live events on cable or satellite would now be purchasing subscriptions to stream online. To deal with the influx of new subscriptions, the client needed to make critical internal changes—and make the transition easy for customers.

Solution

Harte Hanks rapidly built integrated technology solutions for global deployment, including a reliable, cross-channel CRM system and training over 7,000 agents to troubleshoot streaming devices and operating systems—all within 90 days, across 14 contact center locations in five cities around the world.

The solution far exceeded project requirements, delivering under budget through resourceful workforce management and offshore, near-shore and skills-based routing.

87%

improvement beyond performance expectations

10%

reduction in forecasted averagewait time

20%

reduction in handle time

X