Case Study: McGraw Hill improves customer experience with Fathom Digital Marketing

McGraw-Hill cuts response time from 36 days to 6 hours with Fathom

The customer, McGraw-Hill, faced a challenge with a siloed approach that created a confusing and inefficient customer experience, negatively impacting business results. They partnered with the vendor Fathom to address this through a combination of change management and marketing automation services.

The solution implemented by Fathom involved forming a cross-functional coalition to analyze customer interactions and introduce a comments-based routing system to speed up responses. This strategic shift reduced the average customer response time from 36 days to just 6 hours. As a result, McGraw-Hill saw a significant improvement in customer satisfaction and an increase in business revenue of $20 million.

McGraw-Hill