Improving customer incident communications for a global education company
Digital problem solving

Mitigating $50m revenue loss by improving communications to customers during disruption by smart-stitching existing strategic systems.


Challenge

A Global Education Company had a growing number of technical incidents affecting online customers, and no way of communicating to them. $50m of revenue was at risk if the problem was not addressed within five months.

How should our client communicate with customers during major incidents?

Approach

A six-week Phase 0 challenged the conventional wisdom and identified an unconsidered way forward. A seven week Phase 1 prototype validated the approach with customers and identified a viable technical solution “in front of front” of the legacy technology estate. Counting down to the deadline, the 12 week delivery phase included a design validated with customers, an innovative technology solution applied to priority products directed to relevant customers, a team trained to improve incident response speed and quality

Value

  • Very positive internal feedback from sales and from external customers
  • Decreased call volume related to major incident stability issues by 75%
  • Covered ~1000 business critical websites (85% coverage of customers) in the 12 week delivery phase