Relentless pursuit of service excellence

Transforming subscription models

Prvidr is redefining what subscriptions can be. Trusted by a growing list of organisations across multiple industries, including telecommunications, software subscription, fintech and more, the company’s PrvidrGo platform enables clients to effortlessly launch, monetise, manage and scale multi-product subscription services. And Prvidr helps its clients grow revenue, retention and engagement with their end users.

Delivering unparalleled customer and employee experiences is a vital pillar of that successful business model. The company was using another customer management platform several years ago, and while this was meeting its basic needs, it was not pushing the boundaries of what was possible.

“This conventional approach began to impact efficiency, adaptability and ultimately our ability to deliver exceptional customer service across our diversified brands, each with very different processes and needs,” said Lawrence Drayton, Head of Customer Experience at Prvidr. “High training costs; lengthy agent onboarding; and difficulty customising, integrating and scaling systems were just some of the challenges we needed to solve for.”

Genesys reimagined

Looking past a textbook cloud migration, Prvidr wanted to consolidate multiple instances into a single unified platform, redefining customer engagement and positioning its employees to delight. After a deeper exploration of the Genesys Cloud™ platform, it scrapped the idea of transitioning to another provider; instead, it reinvested in Genesys with a renewed vision.

“We considered offers from other contact centre technology providers, none of which hit the spot,” added Drayton. “With Genesys Cloud, we saw a dynamic solution that could grow and evolve with our business. Not just a platform, but an innovation partner to help address capability gaps through extensive adaptation, open APIs and tapping into a wealth of resources available in the Genesys ecosystem.”

Self-sufficient, holistic systems approach

Recognising the limitations imposed by its initial setup with physical edge servers, Prvidr switched to Genesys Cloud with Bring Your Own Carrier. Completed in just a month, the move soon unlocked benefits from advanced features such as Genesys Cloud AI, real-time analytics and transcription services.

“Our success in customisation speaks volumes for the platform’s comprehensive documentation, robust support structure and vibrant community,” said Drayton. “These resources streamlined the integration of bespoke solutions, allowing us to enhance our CX strategies without the need for external service providers. This DIY capability has saved us considerable costs, while enabling groundbreaking functionalities that are not available off the shelf.”

Elevating efficiency and engagement

Currently, Genesys Cloud enables advisors to support over 500,000 end users — effortlessly managing voice (inbound, outbound and callbacks), SMS, asynchronous chat (web messaging) and WhatsApp conversations.

“The aim is for the customer to only contact us once, in their preferred channel and get a successful outcome — with a human agent or by chatting 24/7 with our Genesys Cloud Knowledge bot,” said Drayton.

Also, with the introduction of Genesys Cloud Predictive Engagement, advisors have a much better handle on website journeys.

“Our advisors feel more empowered when it comes to tracking customers online and understanding their preferences and behaviours,” added Drayton. “Now they’re equipped with the information needed to offer proactive and personalised support, which is a marked improvement in how we engaged before.”

Equally crucial to the Prvidr transformation was fully integrating Genesys Cloud with its CRM system, OpenAI, Microsoft Azure and bespoke systems. As the business continues to grow, new tools — such as routing improvements, quick chats and automated wrap-up codes — allow new employees to navigate between brands with minimal additional training.

“Now, our advisors can take on more responsibility at a quicker rate, thanks to the smart features and newfound systems interconnectivity enabled by Genesys Cloud,” said Drayton. “This has not only elevated service levels and balanced workloads, but also notably enhanced the efficiency of routine tasks, thereby improving our overall operational effectiveness.”

Telling numbers

The well-planned evolution of its customer experience and employee experience has positively impacted many KPIs. Results include a 50% decrease in average speed of answer, against a backdrop of reductions in staffing requirements (40%) and time to competency (35%) for new hires.

And Prvidr retired eight systems, contributing toward a 20% improvement in employee engagement survey scores.

“Within 60 days of launching, we actually reduced cost to serve by 40%, while increasing our average NPS from 25 to 55,” concluded Drayton. “Also, by consolidating our technology stack and reducing reliance on multiple vendors, we’ve achieved a 40% savings in operational costs, allowing us to reinvest in further customer service innovations.”