Case Study: a major entertainment provider scales live streaming support with Harte Hanks

Major Entertainment Provider cuts average handle time by 20% with Harte Hanks

A major entertainment provider faced the critical challenge of launching a new subscription streaming service for live events within 90 days. They needed a customer support partner capable of scaling rapidly, handling multi-channel inquiries, and ensuring technical readiness to prevent streaming failures that could erode fan trust. They partnered with Harte Hanks to engineer a resilient support backbone.

Harte Hanks implemented a solution using Oracle Service Cloud, segmented agent skillsets, and dedicated social media support, backed by technical redundancy to handle peak loads. The results included scaling to 7,000 agents at peak times, exceeding SLAs by 430%, reducing average handle time by 20%, and cutting forecasted wait times by 10%. This measurable impact protected subscriber trust and minimized frustration during live events.