A professional sports league streams its games to a variety of connected devices, which means a variety of customer support requests. Its contact center struggled to resolve customer issues with consistent responses because its agents had to work with several outdated, disparate technologies. These legacy platforms lacked the ability to provide a consolidated end-to-end picture of the customer across channels and made reporting a nightmare.
With help from Harte Hanks, the league was able to update its support team and technology for improved performance. Its streaming service now responds to customers faster than ever and resolves more problems in real time.