Challenge:

Help Fortune 20 company reduce call center volume and costs by improving communication with customers, facilitating online account management and developing materials to support national product launches.

Michel Reid, Director of Hybrid Planning

Verizon Wireless came to us with an unusual dilemma, too many calls. This was a problem because of the impact on operational costs, and also because of customer satisfaction implications. So we identified the top five call drivers and helped develop a customer education program: How to Read the Bill, How to set-up Voicemail, Explanation of Roaming Charges, Bill Payment Breakdown.

Factors considered:

Verizon Wireless is one of the world's leading providers of communications services. The company's approximately $68 billion in annual revenues were being cut into by hundreds of millions dollar's worth of incoming calls to its customer service center. The intended launches of new service offerings were likely to further increase call volume and required clear, comprehensive support materials.

Our relationship with Verizon Wireless has really challenged us to expand our creative and technical capabilities to produce effective solutions that achieve substantial, and measurable, results.

Our solution:

Enhance new and existing customers' experience with the Verizon Wireless brand. Create suite of online account management tools, including instructions on how to read monthly bills, set up voicemail and pay bills online. Build fully interactive, non-linear product demonstrations and backgrounders that provide users with multiple entry points to delve further into product information and benefits. Integrate with the company's national CRM environment to leverage cross-sell and upgrade opportunities and strategic points in customer relationships.