Overview

Challenge

DirecTv wanted to deliver an improved and more consistent customer experience by transitioning their outsourced Call Centers to a modern Cloud based system with standardized scripting. By implementing Salesforce for both their Residential and Commercial business lines, DirecTv also met another requirement to use analytics to measure and continually improve team performance across the systems. Following implementation, DirecTv required ongoing maintenance and enhancement support to address fast-evolving business needs.

Solution

With its quick speed-to-market sustainment program coupled with cost effective, quality solutions, Astadia helped DirecTv achieve a smooth transitionfrom their legacy system to Salesforce.com for managing call centers. Astadia implemented DirecTv’s Salesforce solution and then provided additional sustainment services for the administration, support, maintenance and enhancement of Salesforce and other systems including Informatica Cloud for third party integrations. Some Custom Java Apps for data integration were also built. Astadia’s U.S. team provided the Salesforce solution and implemented major functionalities while Astadia’s Global Delivery Center (GDC) in India provided ongoing application maintenance and minor enhancements. In addition, the GDC team also provided dedicated support hours and telephonic support 15 hours per day.

Results

With the Cloud solution and continuous application support provided by Astadia, DirecTv was able to successfully achieve its desired goals for transitioning to a modern Cloud-based system to support their Call Centers. Astadia provided real-time centralized reporting of all sales performance and call handling metrics by various categories. Within about 18 months from initial engagement with Astadia, DirecTv not only saw better utilization of their call centers but also received numerous administration and configuration improvements for their Salesforce organization. Overall the solution helped DirecTv resolve user queries faster while lowering the cost of resources needed to achieve Service Level Agreements.

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