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Case Study - Leading gaming console provider
- 1. GAME CHANGING AUTOMATION led to a streamlined, more enjoyable customer experience. CASE STUDY Case-1034
- 2. A leading entertainment provider of gaming consoles. ABOUT THE CLIENT Case-1034 © 2017, Sutherland Global, Inc. All rights reserved.
- 3. THE CLIENT CHALLENGE Our client was experiencing heavy call volumes, with password resets for their gaming platform representing more than 20% of calls. Case-1034 © 2017, Sutherland Global, Inc. All rights reserved. Client wanted to get customers back to their GAMES FASTER HIGH CALL VOLUME negatively impacted operational model Needed to maintain position as a CUSTOMER SERVICE LEADER
- 4. Case-1034 © 2017, Sutherland Global, Inc. All rights reserved. The Sutherland Transformation Ongoing innovation and process improvement Developed and implemented digital assistants Password process automation
- 5. PARTNERSHIP RESULTS SUTHERLAND + A LEADING ENTERTAINMENT PROVIDER OF GAMING CONSOLES of password reset requests handled by digital assistants 30% cost savings per transaction customers completed on-screen resets without leaving the game Case-1034 © 2017, Sutherland Global, Inc. All rights reserved. 70% 37,500
Editor's Notes
- CLIENT CHALLENGE Our client’s expanding product line and successful customer adoption was dramatically increasing their call volume on a daily basis and to record numbers during seasonal spikes. This was negatively impacting their operational model, resources required, cost to serve, and the need to maintain their position as a customer first leader in a highly competitive market. The need to continually innovate their product portfolio and their support model to both delight their existing and acquire new customers, coupled with amplified resource expectations of the next seasonal spike waves, were drivers for significant change.
- THE SUTHERLAND TRANSFORMATION To uncover areas for support innovation, we led the client through the design thinking process including observation of customers using the products and support environment. The initial change opportunity focused on password reset, where automation could have an immediate impact on an estimated 80,000 monthly calls. Digital assistants were developed and implemented to help customers through the process, resulting in a dramatic reduction in call volume, live agent intervention, and the time to resolution. With an actual volume of 125,000 per month, these automated processes delivered significant cost savings with increased customer satisfaction, setting the stage for additional identified innovations for continual process improvement.
- • Client is fully engaged in delivering on its core business. • Processes have been significantly transformed, yielding greater control and transparency. • Phase 2, which encompasses RPA technology, is expected to launch in mid-2017.