Hollywood OTT Player – Asia-Pacific Region
Industry: Entertainment
Subscriber Base: +15Mn
Countries Handled: India, Malaysia, Philippines, Indonesia & Sri Lanka
Client: A Hollywood OTT player with a global presence.
Cloudpoint Technologies’ Role: Process, strategy, and operational execution in subscription management for the Asia-Pacific region.
Task Overview
1. Onboard Subscribers:
Handhold customer onboarding to ensure a seamless start.
- Connect various subsegments and establish a single source of truth for better data management
2. Monitoring Subscribers:
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Listen to customer conversations to assist them with subscription-related issues.
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3. Provide 24X7 Support:
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Address customer grievances promptly.
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Offer L1 and L2 support with a response time of less than 15 minutes.
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Provide multi-linguistic voice and non-voice support to cater to diverse
customer needs.
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4. Manage Surveys and Feedback:
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Conduct and manage C-SAT and content consumption-related surveys to gather valuable customer feedback.
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5. Implement Product Development or Enhancement:
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Collaborate with stakeholders to address any adverse VOC (Voice of Customer) regarding products and processes
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Work with the development team to fix any bugs and improve documentation processes.
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Key Results
a. High Customer Ratings:
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Achieved customer ratings across platforms that are above industry benchmarks.
b. Reduction in Churn Rate:
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Significantly reduced the churn rate with a stable product offering.
c. Enhanced Retention Rate:
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Improved the retention rate of customers during the free trial period
d. Revenue and ARPU Enhancement:
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Increased revenue and ARPU through effective subscription management and customer support.
Conclusion
At Cloudpoint Technologies, we are committed to delivering exceptional results and enhancing customer satisfaction through our strategic and operational expertise in subscription management.
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