Vertical & Industries

Stream provides chat and email technical support and monitoring services for a leading global Internet service provider (ISP). In 2008, our client acquired a popular social networking site that extended Stream’s support activities to include regulating subscriber content for this new site. As a result of Stream’s dedication to online user security and protection, our client’s social networking site ranked excellent on security, which includes restricting individual users, setting privacy options and reporting spam.

Stream’s client is the leading internet service provider (ISP) and principal provider of fixed-line telecommunications services in Ireland. Our client needed a support partner with extensive technical and customer care expertise who could create a solution to provide high-quality customer support while reducing costs using the client’s existing infrastructure. Stream consistently performed above target for customer satisfaction and decreased cost of support per user by 17% within the first year.

Stream provides contract renewal and revenue enhancement support programs for a global Fortune 50 telecommunication services provider. Implementing successful programs help to increase client sales and boost profitability. Stream significantly reduced AHT, improved service professional productivity handling more calls with fewer headcount, and saved the client $2.3 million annually in production hour cost.

Stream’s client is the leading mobile network and Internet service provider (ISP) in France. Due to strong competition in the ISP market, the company set a performance goal for the year to be the first in its industry to achieve a positive Net Promoter® score (NPS) in technical support. Stream focused on the first-time-fix (FTF) rate and was able to reduce customer churn by 20 percent and increase NPS to positive 6.5 percent – nearly double the nearest competitor’s results.

Stream provides inbound sales ‘save desk’ support for a global Fortune 500 telecommunication service provider that helps to reduce customer churn and boost the client’s profitability. Stream’s sales professionals outperformed the client’s targets and its internal centers. Our ‘net saves’ in the first half of the year reached 109 percent of the target and resulted in $107M in revenue for the client. This success includes 36,000 customer saves beyond the client’s internal centers, thereby, contributing $9.4M in additional revenue.

Stream provides outbound ‘add-a-line' sales support for a global Fortune 100 wireless carrier. The program extends across five campaigns, including business-to-business, consumer campaigns and hardware upgrades. By focusing on core sales metrics, such as consumer conversion rates and increasing the lifetime value of each customer, Stream successfully delivered approximately $8.5M in annual revenue – outperforming the client determined sales-per-hour by 20 percent.

Stream has provided technical support and account services for a leading enterprise cloud-computing company since 2004. Our relationship encompasses global, business-to-business support for our client’s customers, ranging from licensed users to enterprise administrators. Our client needed a partner who could expand basic support services to enhance its brand and build customer loyalty.

For the client’s North American customers, Stream provides technical support with a focus on inbound revenue generation from service centers in North America and Asia Pacific. Stream's inbound sales programs are designed to maximize the revenue potential of each customer interaction, helping drive sales for some of the client’s top product lines. Stream delivers superior performance and quantifiable results by consistently generating more revenue for the client than two other competing outsourcers.

Stream has partnered with the world’s leading desktop software developer to provide end-user support for more than 10 years. The client needed to consolidate queues and vendors to help with cost reduction. Stream utilized its SmartShore methodology to determine the best combination of language support and queue placement to meet the client's service level goals as well as its cost reduction mandates. Stream reduced the number of queues by 90 percent by combing lines of business and languages based on the client’s guidance and product similarities resulting in a 20 percent reduction in support costs.

By merging six service centers into a more cost effective single location able to support six countries with four lines of business, streamlining operational processes, and providing a dedicated launch team, Stream delivered both program cost reductions and a 14% improvement in CSAT for this client within the first ten months of operation across five languages in the Central and Eastern European region.

Stream provides technical support and customer care for a leading computing and hardware manufacturer. The client’s goals were to significantly increase customer brand loyalty and monetize transactions through the creation of a fee-based pilot program to premier customers. For this premium service offering, Stream improved customer satisfaction scores by approximately 15 points in just three months, increased customer loyalty and generated $5 million in client sales within its first six months.

For over 14 years, Stream has been providing sales, customer care and complex technical support services for one of the world’s leading global technology companies. In 2009, Stream rolled out a pilot program of its ‘unified agent portal’ solution, Navigator, part of our Performance Studio family of agent productivity tools. The solution enhances productivity by simplifying the desktop tools utilized and manual tasks performed during each customer interaction.

Stream supports one of the world’s top Fortune 500 computing and hardware companies. Our long-standing partnership with our client and knowledge of its customers provided an opportunity for Stream to acquire its captive service center and inherit its system sales business. By outsourcing to Stream, the client achieved an overall cost savings of 20 percent and Stream exceeded quarterly sales performance in first three weeks of operation.

Stream provides activations, service and customer save support for the leading satellite entertainment company from six sites around the world. The challenge is to continue building revenue for the client through its existing subscriber base, retain existing subscribers and help improve the client’s customer brand loyalty. Stream has added more than 9.5 million subscribers over the course of our support relationship and contributed significant revenue to the client – creating more than $22.8M in sales in one quarter.

Stream’s client is a global mobile phone manufacturer for consumer and professional markets. They looked to Stream for a solution to improve turnaround time for requested repairs. Stream’s solution helped reduce the “returns” cycle time and gave the repair vendor enhanced visibility into the “returns” queue to properly forecast workload and allocate repair resources, which led to improved CSAT and increased channel and dealer satisfaction.

Stream provides customer support solutions for the global leader of athletic footwear, apparel and equipment from a North American Service center location. Stream’s relationship has expanded to include eServices for one of the client’s most advanced footwear products that requires higher levels of customer support and technical aptitude.

Stream provides inbound and outbound sales and technical support services for a Fortune 1000 business and financial software company. Our partnership with the client has expanded to complex, value-added services that include a highly successful revenue generation program – transforming a service-oriented cost center into revenue generating profit center. Stream’s program has proven so successful that the business has expanded from 40 to over 800 professionals – becoming the client’s vendor-of-choice for sales-enabled service and support.