Transforming Customer Experience Operations

Global News Media Brand

A UK media brand streamlined its customer experience by consolidating service providers, implementing Salesforce CRM, and enhancing cross-sell opportunities.

This reduced costs and improved customer relationships.

Sector: Global News Media

Location: UK

Ownership: Beneficial Trust

Duration: Long Term

Challenge

The client operated multiple lines of business, using a range of outsourced service providers and technologies.

This resulted in

  • a series of complex and hard-to-manage commercial relationships

  • an inability to build consistent relationships with customers

  • missed commercial opportunities

Solution

Contract review and supplier management refresh; redesign of telephony (call routing and IVR).

Liaison with stakeholders to redesign training, define quality metrics and establish contact centre eLearning platform.

Plan and roll-out of Customer Effort Score; secure business case and adoption of customer experience improvement & support strategy.

Outcome

  • Successful migration to new Salesforce CRM solution and Zuora billing tool, providing single view of customers

  • Consolidation of the customer service providers, across subscriptions, books and new membership proposition

  • Reduction in total cost of ownership (c.£300k) and enhanced ability to cross- and up-sell across lines of business