Case Study: DIRECTV achieves smoother call center transition with Astadia

Astadia helped DirecTv achieve a fast and smooth transition from their legacy system to Salesforce.com for managing call centers

DIRECTV, one of the world’s leading digital television providers, needed to modernize its outsourced call centers with a cloud-based system that used standardized scripting and analytics to improve customer experience and team performance. Astadia supported the transition from the legacy platform to Salesforce.com for both Residential and Commercial operations, while also providing ongoing maintenance and enhancement support for evolving business needs.

Astadia implemented the Salesforce solution and continued with administration, support, maintenance, and enhancements, including integrations through Informatica Cloud and custom Java apps. The results included centralized real-time reporting, faster resolution of user queries, improved call center utilization within about 18 months, and lower resource costs to meet service-level agreements.

DIRECTV