This well-known telecommunications client has a storied history. The company practically invented the mobile phone as we know it. Their iconic phone released in the mid-aughts was the first to bring together fashion and technology. But as mobile phone adoption became a basic life necessity, like televisions or autos, competition grew fierce. Acquired by a Chinese electronics giant in 2015, the company has once again grown to become a major global player in the smartphone industry by providing extraordinary capabilities at exceptional value.
Continually achieving that mission requires enhanced innovation and productivity gains across the board. Just as they charge their engineers to push the technology envelope, so too did they challenge their customer care partners with finding more efficient ways to lower cost while enhancing the customer experience. The faster a customer’s issue can be resolved, the lower the cost of service and the higher the customer satisfaction. Positive resolution has the power to build brand loyalty.
Our client maintains several outside customer care partners, and at Harte Hanks, we view challenges among peers as seriously as a World Cup rivalry. No client demands as much as we demand of ourselves. They set what appeared to be an unreachably high bar for customer care efficiencies. While others were thinking “no way,” we were thinking “no problem.”