Mobile entertainment provider turns to Covestic to design and implement customer support across channels for an aggressive launch date.

BUSINESS CHALLENGE
This industry leader in mobile entertainment, providing carrier-grade solutions to deliver media content across all leading mobile technologies, network devices, and formats, planned to launch a new direct-to-consumer channel providing access to one of the largest mobile content catalogs in North America and creating a supplemental revenue channel for wireless carriers.

Since the client had never provided services direct to the consumer before, Covestic was engaged to develop and execute a plan to provide best-in-class contact center support including both voice and email in time to support an aggressive launch date.

COVESTIC'S SOLUTION
This was a new business venture for the client and no internal models existed that could be leveraged or extended to meet consumer support requirements. Getting it right and delivering ontime called for an aggressive and thorough approach to support the business model and to build a customer support organization. The following activities, milestones, and deliverables kept the project ontrack and insured success:

• Benchmarked mobile wireless carriers to identify contact events and determine the contact ratios for mobile entertainment downloads.
• Surveyed existing mobile media web sites to determine existing levels of customer support and document the business processes reflected in their FAQ pages.
• Determined billing aggregator support requirements and recommendations to implement carrier policy.
• Developed a two-year customer contact forecast based on the customer marketing business model and the research conducted.
• Created the operating budget.
• Researched insourced, outsourced, and offshore customer support models and recommended a plan to leverage lower-cost support models as the business scales following the initial launch.
• Defined and documented business support processes, both internal to the contact center operations and bridging departments.
• Identified eight eservice vendors who could support current and anticipated self-service, email, and knowledge management requirements.
• Developed and distributed an RFI to the prospective vendors.
• Created a vendor evaluation process for the eservice vendor selection and managed the team of stakeholders through execution.
• Created job roles, job descriptions, and performed initial employee screening interviews.
• Defined telephony requirements, scripts, and flows.
• Supported implementation of the eservice solution.

PROJECT RESULTS
Client has successfully launched the new business. Covestic is leading the definition of the roadmap for future support enhancements to further reduce reliance on contact center personnel and leverage a growing knowledgebase to provide rich self-service capabilities.