Outsourced subscriber and dealer services save time, improve turnaround rates, cut costs and improve customer service.
THE CLIENT
A world–leading provider of digital television entertainment and global satellite broadcasting. Superior support services are a main driver for the company’s explosive growth and sustained performance.
THE CHALLENGE
Increases in new subscribers caused a backlog in customer service cases and threatened to impact timely resolution performance. Outsourcing various administrative elements of change requests would streamline the resolution process without sacrificing direct customer contact and response times. Developing a portal to allow potential dealers to apply online was necessary to handle ever–increasing volumes of new dealer applications.
THE RESULTS
SOURCECORP made information from 60,000 monthly documents instantly available via FASTRIEVE for subsequent routing and inquiry resolution. Customer service inquiries and change order requests, previously requiring six days to process, are now handled within 48 hours. Dealer applications are finalized in 2 to 4 weeks, down from 8 to 10 weeks prior to electronic submission and processing. Customer and dealer satisfaction has dramatically improved, and costs have decreased in all monitored areas.