Media and Entertainment

Optimizing the customer base management and maximizing selling opportunities, increasing loyalty and improving customer satisfaction.

We provided comprehensive support to our client by establishing a multichannel and multilingual customer service operation, both onshore and offshore: Italy, Spain, Global Market (English-speaking countries). By giving specific assistance to high-value customers, we successfully secured new customer subscriptions and facilitated changes to accounts.

Moreover, thanks to our experience and our process design capabilities, we worked with the client on improving retention and churn prevention processes. The initial step involved a thorough analysis of existing retention flows to identify areas for improvement. Particularly noteworthy was our focus on increasing customer retention rates and reducing churn rates.

Finally, to increase efficiency in our service operations, we seamlessly integrated our RPA solutions into a dedicated Control Room. This operational hub was manned by a specialized team trained to prioritize tasks based on real-time data insights, facilitated by our custom-designed bots and reporting dashboards.