- Media & Communications
- Digital Transformation
- Customer Engagement Transformation
Our partner, an end-to-end telecommunications, media, and entertainment service provider acquired a large remote service division from a top electronics retailer. The rapid growth of the smart home customer base and the vast array of devices and applications that customers were attaching to their home network posed a major challenge to the existing customer support infrastructure, challenging every key performance indicator (KPI), including Net Promoter Score (NPS). Soon after rebranding, the demand for support outpaced capacity, and our partner was in need to address the new SmartHome and lifestyle support paradigm.