Consulting case studies

Jan 01, 2014

Creating a global online customer service ecosystem to serve millions

A Fortune 100 software and technology company transformed a vast customer service ecosystem in response to consumer demand for new and better kinds of support.

Client challenge

To transform the customer service experience and improve customer satisfaction by:

  • Analyzing the entire support ecosystem including OEMs and retailers
  • Responding to customer demands for new and better types of contact
  • Creating a manageable and scalable system

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PwC's solution

Achieve a total customer service transformation by:

  • Using the Enterprise Co-creation strategy to gather ideas and test hypotheses from both internal and external stakeholders 
  • Formulating a three-year roadmap for change 
  • Developing and testing a pilot program

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Impact on client's business

  • The client achieved $5 million in cost savings within six months, even as the new system was being implemented 
  • Customers are enjoying a new and unique online experience that better meets their support needs
  • Customer satisfaction scores are on the rise 

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"...the company has saved several million dollars in overall support costs within the first six months of launch, a remarkable result."


Related business issues

Align costs with business strategy


Contact us

Vinay Couto
Principal, Strategy&

Rodger Howell
Principal, PwC's Strategy&
Tel: +1 (708) 267 0590

John Plansky
Senior Partner
Tel: +1 (617) 521 8801

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