Case Study: a global media and technology company unifies customer service and accelerates AI-enabled support with Think Company

Global Media and Technology Company unifies employee tools and speeds answers with Think Company

A global media and technology company faced a significant challenge as its customer service employees were forced to juggle multiple separate applications to find answers for customers, which was inefficient and disrupted service. The company partnered with Think Company to address this issue through service and systems design, aiming to create a unified platform.

Think Company designed and built a single, role-customized platform for all employees, retiring the disparate tools. They also established a shared design system to ensure consistency and speed up future development. This solution streamlined workflows, and the same foundational work later enabled the implementation of AI-supported self-service systems to resolve customer needs without direct interaction. The long-term partnership with Think Company grew to include cross-discipline teams that provided ongoing strategy, design, and engineering support.