14% Uplift in Customer Delight: Transforming CX for a Leading Streaming Platform

Client Overview

The client is a prominent video-on-demand provider, delivering a wide array of entertainment content to over 25 million subscribers in the Asia-Pacific region, and is a key player in the digital entertainment industry.

The Challenge

Addressing Fragmented Knowledge and Inconsistent Support in a Rapidly Scaling Digital Landscape

As one of the leading OTT streaming platforms in the Asia-Pacific region, the client experienced rapid subscriber growth, bringing with it a sharp increase in support interactions across digital and voice channels. This growth surfaced critical gaps in the platform’s support architecture: frontline agents struggled to navigate an unstructured, decentralized knowledge base that lacked consistency, accessibility, and real-time relevance.

Customer queries spanned a wide range of topics – from payment and subscription challenges to device-specific technical troubleshooting. However, the absence of a centralized, guided knowledge platform resulted in increased handle times, inconsistent issue resolution, and a noticeable dip in customer satisfaction (CSAT) metrics. Agents were forced to rely on manual searches or fragmented information across multiple documents and tools, leading to delays and an inability to deliver cohesive, brand-aligned customer experiences.

To maintain its competitive edge in an increasingly crowded streaming market, the client recognized the urgent need to modernize its knowledge management infrastructure and empower its support consultants with tools designed for both accuracy and agility.

Sutherland Solution

Deploying SmartLeap® HelpTree: A Guided, AI-Powered Knowledge Ecosystem for Precision Support

Sutherland partnered with the client to implement SmartLeap® HelpTree, a next-generation, AI-powered knowledge management solution purpose-built for scaling intelligent customer support. This platform was strategically deployed to streamline agent workflows, reduce resolution friction, and drive a more personalized, accurate, and efficient customer experience.

Key solution components included:

1. Unified Knowledge Architecture: Sutherland consolidated existing knowledge assets into a single, intelligent repository – accessible in real time via guided workflows. This ensured that agents across channels had instant access to the most relevant and current information, eliminating dependency on tribal knowledge or outdated content.
2. Contextual Call Flows and Agent Assist Paths: Customized, intuitive call flows were created for top contact drivers across both chat and voice. These dynamic guides enabled agents to resolve issues with precision while maintaining brand tone and consistency, regardless of complexity or channel.
3. Rapid Deployment Framework: Leveraging Sutherland’s implementation accelerators, over 80% of priority call flows and knowledge templates were developed and deployed within just three days, ensuring minimal disruption and rapid time-to-value.
4. Agent Enablement & Continuous Learning: Comprehensive training was paired with embedded agent feedback loops, allowing for ongoing optimization of knowledge assets based on real-world usage patterns and customer feedback.

This holistic solution equipped agents with the tools and insights needed to handle inquiries confidently and accurately, while also enabling the client to maintain consistency across geographies and customer personas.

The Outcome

Elevated CSAT, Accelerated Resolution, and Measurable Cost Efficiencies

The deployment of SmartLeap® HelpTree delivered immediate and sustained impact across the client’s support organization. Customer satisfaction scores for chat support rose by 14%, while voice support CSAT improved by 6%, reflecting a significant uplift in resolution speed, accuracy, and customer sentiment.

Operationally, the client unlocked considerable digital savings, driven by improved agent productivity, faster training times, and reduced error rates. The unified knowledge ecosystem not only streamlined support interactions but also ensured business continuity and scalability, positioning the client to manage future growth without proportional increases in OPEX.

That’s digital outcomes delivered

Ultimately, the partnership with Sutherland redefined the client’s support model – transforming knowledge from a static resource into a dynamic enabler of superior customer experience.