Case Study: a large entertainment provider achieves rapid, scalable cross-channel customer support with Harte Hanks

A Smarter Customer Experience for a Leading Entertainment Provider

The large entertainment provider needed to launch a new online subscription service for streaming live events and required a partner to rapidly scale a multi-channel customer support operation. Their challenge was to build and train a team of 7,000 agents in under 90 days to handle a massive volume of inquiries across phone, email, chat, and social media, ensuring subscribers could successfully access the content.

Harte Hanks implemented the solution by leveraging its network to staff the team and deploying a cross-channel CRM using Oracle Service Cloud alongside a custom knowledgebase. They built a robust technical infrastructure with multiple redundancies and created specialized teams for social media and complex escalations. The results were significant: Harte Hanks exceeded customer performance expectations by 430%, reduced forecasted average handle time by 20%, and successfully deployed the 7,000-agent operation on time and under budget.