Case Studies

Stream understands client goals and customer needs across a variety of industries. This expertise enables us to solve technical and customer care issues with high levels of customer satisfaction. The case studies below provide brief summaries of Stream's approach to various client challenges.

Meeting Support Metrics Drives Customer and Client Satisfaction - Office Supply Company: A large office supply company needed to cut support costs while maintaining their customer-centric approach to serving consumers. Having previously received support only from North America, they had concerns about nearshore or offshore support quality meeting their customer satisfaction needs. But the company's financial challenges required a lower cost model and they selected Stream's support solution in Santo Domingo, Dominican Republic.
Exceptional Performance During TUPE Transfer - Internet Service Provider: Ireland's largest ISP was experiencing high attrition in its residential customer service support function. The company sought an outsourced operating model but needed to transfer current staff in a way that complied with Irish and European TUPE regulations. Stream was selected for our experience in TUPE transfers and union partnership, as well as our ability to provide an exceptional customer experience.
Reducing Average Handle Time through StreamLine - Software Company: A leading software company was looking for ways to reduce the overall cost of its support operations. Stream identified the average handle time (AHT) of the client's customer service team as an opportunity to reduce costs. Specifically, Stream chose to focus on new-hire AHT. On average, new hires required 90 days to reach the steady state AHT goal.
Reducing Average Handle Time for Significant Cost Savings - Software Technical Support: Stream's client, a leading design software provider, needed to reduce support costs. Initial comparisons between Stream support queues for the client in North America and Europe revealed an opportunity to lower average handle times (AHT) for its North America technical support queue.
Consultative Approach to Reducing Transfers - Internet Service Provider: Stream was in its sixth week of providing customer service and technical support to a major cable and Internet service provider. Though we met service-level step goals from the go-live date, a high percentage of calls were being transferred back to the client's internal support team. Stream's operations team proactively conducted a deep-dive analysis to uncover the root-cause of the challenge and ensure we achieved steady-state service level goals by quarter end.
Additional Revenue Generation Opportunities Original Equipment Manufacturer: One of the world's leading PC manufacturers needed to provide a full range of support services for its customers. Stream was already providing technical support, with some transfers to the client's internal team for sales at its Chilliwack location. At Stream's recommendation, the client gave Stream the additional opportunity to sell peripheral products and extended warranties.
Increasing Revenue through Upsell Opportunities - PC Manufacturer: A large consumer electronics company wanted to make better use of its one million annual contacts as revenue opportunities. Stream's proven ability to generate sales from existing support activities earned the company's business-in Angers and Tunis-to sell extended warranties, accessories and software.
Project Ramp and Site Launch - ISP: Stream's site launch in Saint John, New Brunswick coincided with a new client launch-subscription saves for an Internet service provider. Aside from the typical challenge of meeting step goals, Stream faced the added challenges of opening and staffing a new site.
Meeting Ramp Timeline for Blended Model - OEM: For a client in Santo Domingo, Stream supports extended warranties and services plans for satellite television products. To combine its customer service and technical support, the client wanted a blended support professional (SP) model. In this model, SPs troubleshoot the customer's hardware and issue repair claims when unable to provide a solution.
Reducing Total Cost of Support by Increasing First-Time Resolution - Consumer Electronics: For a large consumer electronics company Stream manages the end-to-end service chain in Europe. The client needed to reduce total cost of support by decreasing No Fault Found (NFF) items. The level of NFF meant too many on-site engineers were sent out for problems that could have been diagnosed in a contact center. Stream was chosen based on our experience reducing total cost of support for our clients as a part of our Supply Chain Management (SCM) offering.
Tech Support and Customer Service for Online Banking: A large new bank in France-one of Stream's clients-sells online banking services to its customers (consumers only). The client was looking for an expert to take on the technical and customer support part of its online service.