Major Entertainment Provider
Subscription Services/New Product Launch
Customer Experience Development, CRM, Inbound Customer Care
How do you enable customers to seamlessly shift from traditional to new entertainment services? How do you control the flood of consumer purchases and inquiries on a new online platform? In 2014, a major entertainment provider faced these challenges as they launched a new online subscription service. A large portion of their customer base that had been purchasing live events via cable or satellite would now be purchasing subscriptions to stream online. To deal with the influx of new subscriptions, the provider not only needed to make critical internal changes, it had to make the transition easy for customers.