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 Implemented Salesforce for a Leading International Organization Case Study
Case Study

A Leading Entertainment Company Streamlined User Subscriptions with Service Cloud Automation

Client

The client is a renowned on-demand video streaming platform catering to global audiences. They offer a diverse range of content, including classics, blockbusters, documentaries, short films, and exclusive web series. As a digital division of a leading East Indian media and entertainment company, they have a strong presence in film and TV production, cinemas, distribution, digital cinema, music, and new media

Industry

Entertainment


Region

APAC

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Challenges

The client faced multiple challenges, primarily the service team’s inability to access holistic customer data, insights, and tickets on a unified platform.

This issue impeded their capacity to deliver immediate customer support.

Additionally, the complexity of scaling and managing operations across various platforms posed a significant challenge.

Solution

Datamatics’ Salesforce experts crafted a strategic digital transformation plan.

The solution entailed a phased Service Cloud implementation to avoid system disintegration and process disruptions.

This method ensured a seamless transition, reducing ambiguity and preserving operational continuity. 

Impacts

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Real-time Data Orchestration

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Improved Service Team Productivity

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Enhanced Customer Experience (CX)

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Automated Support Processes

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