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Case Study - Top 3 media & communications provider

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Reimagined smart home customer support.

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Case Study - Top 3 media & communications provider

  1. 1. DEVELOPING A SMARTER SOLUTION for smart home customer support. CASE STUDY
  2. 2. End-to-end telecommunications, entertainment, and broadband service provider. ABOUT THE CLIENT TOP 3 PROVIDER IN THE US Serving 20+ MILLION CUSTOMERS
  3. 3. THE CLIENT CHALLENGE After completing a recent acquisition, our client noticed an extreme uptick in customers needing help connecting countless devices to their home networks. They needed to rethink their smart home support infrastructure. Demand for SMART HOME SUPPORT OUTPACED CAPACITY REDUCTION IN KPIs, INCLUDING NPS REDUCTION IN CUSTOMER SATISFACTION
  4. 4. Sutherland Inc, Confidential4 The Sutherland Transformation Voice & Chat Tech Support Self-Help Microsite Device Health Check
  5. 5. PARTNERSHIP RESULTS SUTHERLAND + TOP 3 TELECOMMUNICATIONS PROVIDER Sutherland Inc, Confidential5 REDUCTION IN MANUAL EFFORTS REDUCTION IN CLAIMS-RELATED PROCESSING NECESSARY FORMS EASILY ACCESSIBLE ONLINE ~25% 20% 100%

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