The Client & Their Challenge

A major entertainment provider was taking a leap beyond cable and satellite, launching a subscription-based streaming model for its live events. Millions of fans who were used to ordering individual events were now being asked to subscribe — and expect flawless digital delivery.

But behind that shift lay a huge risk: streaming disappointments hit fast and hard.

Buffering, login errors, billing issues, device incompatibility — for a music or sports fan, those failures can feel personal. You’re not just watching; you’re investing in the moment.

With fewer than 90 days until the first live stream, the client needed a partner who could:

  • Scale fast, to manage hundreds of thousands of customer inquiries in tight windows.
  • Support across channels (phone, email, chat, social) so every subscriber could get help in the way they preferred.
  • Ensure technical readiness, especially across diverse devices and operating systems, so subscribers wouldn’t be locked out of the experience they paid for.

Every support call was more than service — it was a moment to protect trust. Because fans don’t forgive streaming failure.

Our Insights

  • Streaming ecosystems are messy: different devices, OS versions, app versions. These variations create a multiplicity of support paths.
  • Consistency is key: using a singular, cross-channel knowledgebase ensures that whether a customer calls, chats, or tweets, the experience and resolution style remain consistent.
  • Time is money: delays or misroutes in support degrade subscriber trust — every minute counts in a live event environment.

Our Approach: Engineering a Reliable Support Backbone

We built a support model designed to be resilient under pressure, precise in execution, and empathetic in delivery:

  • Segmented agent skillsets: We trained different groups — a core team for all primary issue types, escalation teams for complex problems, and specialists for narrow, high-volume issue areas.
  • Unified CRM & knowledgebase: We deployed Oracle Service Cloud (and mirrored simplified versions) so agents across locations shared the same reference point, minimizing inconsistencies.
  • Channel-specific support: We staffed a dedicated social media support team to resolve customer concerns in public forums, diverting pressure from phone and chat lines.
  • Technical redundancy: To handle peaks of 7,000 simultaneous calls, we used multiple data centers, redundant server architecture, and cloud-based telecom routing to prevent failures under load.

The Results: Delivering Performance, Protecting Trust

When the lights went on, here’s what the results delivered — not just in numbers, but in what they meant for fans and the brand:

Scaled to

7,000 agents

at peak times, ensuring no fan was left without a path to help.

Exceeded SLA

by 430%

meaning customers got help faster than promised — preserving momentum and patience.

Reduced average handle time

by 20%

so issues were solved faster and fans could get back to streaming.

Cut forecasted wait time

by 10%

softening the stress during peak windows and reducing abandon rates.

These weren’t just operational wins. They meant fewer frustrated fans refreshing “retry,” fewer cancelled subscriptions, and more moments where the experience matched the excitement of the event.

The Harte Hanks Difference

In live entertainment, every second matters. When a buffer spins, a login fails, or a billing glitch appears, fans NOTICE…and they act.

Harte Hanks gave the client what they needed: an engine built for scale, anchored in consistency, and delivered with human care. From the first inquiry to the final resolution, we helped transform stress points into confidence, ensuring that the magic of live entertainment stayed in focus, not the frustration of failed support.

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