Client Profile
Our client is a US-based subsidiary of a global conglomerate, and they provide subscription-based products and services in the music, film, and entertainment industry. They began operations in 2012, and they have a global subscriber base.
Client Challenge
With a large subscriber base that constantly migrates between vendors, our client needed help in maintaining their existing customers. Though they offered a steady set of new services, it didn’t translate to revenue generation as expected. This disparity weakened their CX opportunities. As a result, they were looking for a digital-led solution to overhaul CX, ensure they could guard and add to their customer base, boost sales and increase their ROI in a dynamic and unpredictable market.
Movate Solution
Movate addressed the challenges faced through the following points:
- Enable monetization and revenue generation from services for a traditional product company
- Drive intelligence and insights through existing processes for streamlined workflows and better sales efficiency
- Digital transformation of existing customer support services
Movate onboarded the client onto its Movate Edison platform. Edison is a transformative digital solution aimed at increasing efficiencies along different touchpoints within the customer lifecycle and improve CX along the way. Edison makes this possible by integrating customer data and augmenting associate productivity through intelligence and insights.
With Movate Edison, the client could take stock of the customer ecosystem, starting with an acquisition, providing timely technical and customer care to retention services. In addition, the platform’s AI-based engine drove contextual conversations across every interaction, augmented associates to deliver more with less, and enabled revenue generation for their services.
With a digital engine at its core, Movate Edison drove process efficiencies, removed dependencies, and fine-tuned workflows that resulted in faster resolutions through real-time insights and intelligence. This net result was that the client could predict churn and reduce them by addressing customer concerns promptly with credible information from customer lifecycle, browsing and purchasing history, and demographics.
Edison’s Smart Routing raised the bar of providing customer support by creating personas of customers and associates. Smart Routing created customer personas by sifting through past customer interactions and building models out of them. It made associate models by taking in associate data. Armed with these models, Smart Routing diverted incoming calls in real-time to the best associate as per the modeling matrix and cut down on unnecessary call roundtrips and call waiting to provide a fast, engaging resolution to customers. The associates are also augmented with complete case history through a unified workbench that gives them a complete case breakdown, including chat transcripts, access to federated knowledge bases, RPA integration for automating routine tasks. As a result, associates become empowered to deliver more with less, which has a cascading effect on overall CX and improves customer standing in the long run.
Business Benefits
The engagement brought the following business outcomes for the client:
- 7% higher conversion rateand higher ACVs
- Assured Cost Savings of $2.2 Mn to $2.5 Mn over three years
- Service Level Improvements of 90%
- Call Abandonment Rate of less than 3%
- Reduce AHT continuously through improved SOP, knowledge base, and associate amplification
- Digitally infused operations augmented associates for effective self-service
Movate, formerly CSS Corp, is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and a relentless focus on driving client outcomes. Recognized as one of the most awarded and analyst-accredited companies in its revenue range, Movate helps ambitious, growth-oriented companies across industries stay ahead of the curve by leveraging its world-class talent of over 11,700+ full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.