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Global entertainment group – managing unprecedented customer demand

Our client, a global entertainment group, were building their streaming service to bring world-class content to millions of people on-demand.

With in-house technology teams focused on developing the service, they called on our help to evaluate their customer support capabilities and advice on how best to handle such a huge demand.

Partnering with ServiceNow, we deployed their Customer Service Management system with unprecedented speed.

But the journey was far from over. The demand for our client’s service outstripped even their most optimistic predictions. Pressure on customer support was intense.

Our deployment of ServiceNow’s CSM handled the deluge of requests with finesse, with over 300,000 chat interactions, 100,000 emails, and 80,000 phone calls handled in just one day alone.

In Conclusion

As their subscriber base continues to grow by the million, our solution scales with it, ensuring a customer service experience synonymous with our client’s brand values.

Services:
Professional Services

ServiceNow Platform Area:
Customer Service Management

Enterprise Service Management

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