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Multilingual Customer Support for a Global Sporting Event

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For one of the biggest sports on the planet, the ticketing system is a very critical task figuring in the `to-do’ list of a CXO. It is also a critical touch point— between customer and the sporting body—that can enhance the overall customer experience. The ticketing system is more than critical when the sporting event has an audience that is almost equal to half the population of the world.

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Multilingual Customer Support for a Global Sporting Event

  1. 1. Multilingual Customer Support for a Global Sporting Event For one of the biggest sports on the planet, the ticketing system is a very critical task figuring in the `to-do’ list of a CXO. It is also a Challenges critical touch point— between customer and the sporting body— • To establish a multilingual customer service process to that can enhance the overall customer experience. The ticketing support customers buying tickets for the event from all system is more than critical when the sporting event has an audience over the globe that is almost equal to half the population of the world. • To create a team that is capable of multilingual operations in a first-of-its-kind support for a sporting event • To hire, train and go-live with full operational capability First-of-its-Kind Support for a within a two-sweek period Sporting Event Mahindra Satyam BPO delivered one of the firsts when a sporting Solution company was served with a dedicated call center services only for • Developed and delivered first-of-its-kind support for a their ticketing queries. The primary purpose of the multilingual call sporting event centre was to support sales of tickets over the phone & ticket enquiries • End-to-end ticketing support for over five languages during the various ticket sale phases for the sporting event. • Conceptualization to operational management of entire ticketing support operations Mahindra Satyam BPO was given the task to create a team that is capable of multilingual operations in a first-of- its kind support for a Benefits sporting event. We were also given a task to hire, train and go-live • A robust ticketing and contact center process in place with full operational capability within a two-week period timeframe. which has been tested for success • More than 250,000 informed ticket holders, who called World-class Technology Enabling up the contact center • Fulfilling Payment Card Industry requirements as per PCI- Out-of-the-World Results DSS which is the globally recognized standard for any Mahindra Satyam BPO, in an attempt to provide next generation Credit card transaction businesses solutions for sports, enabled sales of over 250,000 tickets even before the matches started. This was possible by leveraging the further enhanced customer service by giving customers dynamic, existing web and telecom infrastructure. real-time voice access to the information as required. The industry-leading platform for speech solutions was used to The standards-based architecture—supporting HTTP, XML, Java, extend and expand services from any telephone (landline or and Voice XML languages—leverages existing web infrastructure wireless), a routine information request or 24/7 company-wide and decreases time to market with new services aimed at generating availability. The Interactive Voice Response (IVR) voice browser revenue and cost savings.
  2. 2. Flawless Delivery of Services Resulting in Customer Delight The 24-member team of the Mahindra Satyam BPO provided multilingual support in English, German, French, and Spanish. Our team achieved PCI – DSS compliance within a three-week period after the formal GO-LIVE. The team delighted over 200,000 callers in the last minute sales period from April- July 2010. About Mahindra Satyam Mahindra Satyam (NYSE: SAY) is a leading global business and information technology services company that leverages deep industry and functional expertise, leading technology practices, and an advanced, global delivery model to help clients transform their highest-value business processes and improve their business performance. The Company's professionals excel in enterprise solutions, supply chain management, client relationship management, business intelligence, business process quality, engineering and product lifecycle management, and infrastructure services, among other key capabilities. Mahindra Satyam is part of the $6.3 billion Mahindra Group, a global industrial conglomerate and one of the top 10 industrial firms based in India. The Group’s interests span financial services, automotive products, trade, retail and logistics, information technology and infrastructure development. Mahindra Satyam development and delivery centers in the US, Canada, Brazil, the UK, Hungary, Egypt, UAE, India, China, Malaysia, Singapore, and Australia serve numerous clients, including many Fortune 500 organizations. Contact To know more, write to rfi@MahindraSatyam.com www.mahindrasatyam.com

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