Case Study: AT&T reduces support costs and boosts customer self‑service with Plasma's ASC portal

AT&T - Customer Case Study

AT&T’s Business Mobility Customer Care team needed a centralized, easy‑to‑use self‑help portal — the Advanced Solutions Customer Service (ASC) — to host how‑to videos, written tutorials and other educational collateral and to reduce expensive call‑center support. AT&T engaged Plasma to turn that vision into a reality, asking for a website/portal and CMS that allowed internal teams to upload, edit and hide content without coding.

Plasma developed a customized ASC portal and admin CMS, consolidating over 1,000 tutorials and videos for 25 products into a searchable, unified site the AT&T team can manage dynamically. The solution reduced reliance on costly call centers, improved customer support and sales enablement, and helped lower support costs and boost AT&T’s bottom line while increasing customer loyalty and service efficiency.

AT&T