Meeting Demand in a Growing Market
Recently, our client acquired a large remote services division from a leading electronics retailer. With the rapid growth of their smart home and connected consumer base, their existing support infrastructure faced a significant challenge. More people than ever were now connecting devices and applications to their home networks. With every one of their KPIs under pressure, including Net Promoter Score (NPS), demand for support was outpacing capacity. Our client needed to establish a new way of providing connected consumer device support.