One of India’s Largest DTH service Revolutionizes It’s Customer Services and Achieves Greater Operational Efficiency
EXECUTIVE SUMMARY
- Incorporated in 2001 and launched services in 2006, the DTH service provider is India’s leading content distribution platform providing Pay TV and OTT services.
- It provides customized packages as well as ala-carte channels options and Interactive services on the platform, Hindi programming guide, VOD and DIY video library and many more. It also brought about a complete paradigm shift by offering the breakthrough “Personal Video Recorder” (PVR) Technology.
Business Challenges
The client has always been a frontrunner in deploying latest technology processes to meet its business requirements. However, it was lacking a central system to manage customer issues, which could handle large volumes. Here are the key challenges the faced:
- To prevent Malpractices, Unethical activities happening on the shop floors, business, which will result in Revenue leakage or Client Escalation
- To have a proactive audit check mechanism in place to eliminate or minimize the defects affecting the health of the process negatively.
- To attain higher confidence level and assurance on the services
- Delivered across locations.
- To attain better end-customer satisfaction.
Solution Components
- Customer Care Administration
- Managing Billing and Package Queries
- Compliant Management
- Specialized Service – High revenue generating customer management
- Partner Service
- Buddy (Escalation Management) and Repeat Service
- Content Advisory Service
- Sales and Revenue enhancement
- Retention or Churn Management
- Long Duration packs
Benefits
- Helpline/ Call Centre sales contribute to 33% of overall sales of the client (annually) for Hardware/ Set top Boxes
- 17-20% recovery revenue through retention campaigns
- 24% subscriber base is on Long Duration Package resulting in reduction of churn level
- 35% conversion is revenue through outbound campaigns
- 35% conversion in Upselling through inbound
- Reduced cost of delivery and improve speed of service