Enhancing Subscriber Management for a Leading Entertainment Provider

Industry: Entertainment

Subscriber Base: 5+ Million

Countries Handled: Global

Client: Our client, a prominent player in Cable TV and Broadband with a pan-India presence, sought a comprehensive solution to streamline their subscriber management and enhance customer success.

Cloudpoint's Task

Cloudpoint Technologies was tasked with transforming the client’s subscriber management system. Our responsibilities included:

1. Onboarding Subscribers:

- Facilitating seamless customer onboarding.
- Connecting various subsegments to establish a unified system.
- Introducing a user-friendly Android app for enhanced subscriber interaction.

2. Monitoring Subscribers:

- Analyzing customer conversations to provide support with subscription-related queries.

3. Providing 24/7 Support:

- Addressing grievances related to payments and subscriptions.
- Offering round-the-clock support to ensure uninterrupted service.

4. Implementing Product Enhancements:

- Managing collections across India through field personnel.
- Developing and deploying an app to manage the field force efficiently.

Key Results:

a. Successful Evolution:

The project, initially a 30-day Proof of Concept (POC), expanded into a successful 2-year engagement.

b. Operational Efficiency:

Improved operational efficiency and customer relationship management.

c. Unified System:

Established a crucial single source of truth for both clients and subscribers.

d. Smooth Transitions:

Facilitated seamless transitions from free to paid services, fostering close coordination with subscribers.

Cloudpoint Technologies is proud to have played a key role in optimizing the subscriber management process, driving operational success, and enhancing overall customer satisfaction.

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