Case Study | Communications Media and Entertainment

View our case study about how Sutherland helped a global entertainment brand deliver exceptional customer service as they jumped into a new segment.

Services Sutherland Connect, Customer Interaction Services, Insight & Design
Industry Communications, Media & Entertainment
MAY 31, 2021

Delivering a Global Customer Service Experience

With our client launching a new global streaming entertainment service, they needed a partner who could help deliver a consistent customer experience in media. For this to work, it was essential that their existing customer service providers operated under a single global platform. Our client also needed a customer service model that could rapidly scale without any downtime in order to hit anticipated revenues.

To make informed, rapid decisions that met growth targets, deep analytics and insights into customer interactions were also top of our client's list. It was also crucial that our client's customer service platform had advanced features like real-time speech analytics to deliver a truly cutting-edge customer experience. And all of this had to be in place in less than six weeks.

A Flawless, On-Time Launch

Having used Sutherland Connect before, our client decided to utilize the platform to support customer service during the launch of their video streaming service. We facilitated user-centered design workshops to optimize the customer experience and successfully launched the Sutherland Connect platform on time. On day one, the platform comfortably handled 16 times the number of customer interactions anticipated.

Throughout the launch, we recorded and analyzed every customer interaction through machine learning. With this, we could feed insights back to the client. This efficiency enabled us to ramp up the Connect platform to additional providers and new sites, meeting historic demand, all with zero downtime and disruption.

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