Client Introduction
Our client is a software and services company that helps media companies simplify the business of advertising. The world’s largest publishers use our client’s workflow technology to automate the process of selling, trafficking and billing digital inventory.
Challenges
- High campaign volume necessitated an outsourcing business partner with requisite domain expertise. The client needed real-time help to launch ad campaigns quickly in order to achieve rapid monetization
- Handling major Publishers, Agencies with Very High volume, Stringent SLA and Quality Parameters
Our Solution
- Ensured a well-managed campaign queue even during instances of high volumes
- Exceeded the stringently defined SLAs and excellence in service quality
- Helped add FAQs and knowledgebase articles to the knowledge repository aiding improvements in the response time
- Built effective trafficking guidelines and QA checklists necessary to set campaigns live with 100% accuracy
- Structured the training , transition plans and review mechanisms to help increase customer confidence and reducing time taken to complete the assigned task in an efficient way
- Extended services to tech ticket resolution and ad server support
- Successfully stabilized and tenured the teams
- Effective communication through Skype, managing tickets through Sales -force ticketing system
- Weekly/Monthly/Quarterly reviews with onshore teams
Achievements
- Our resources consistently achieved zero error mark for over 2 years with quality scores of 99.5% for premium customers of our client. Received recognition by client & client’s customer
- Partnered with high profile Publishers and Agencies who typically had around 1000-2000 placements to be trafficked per day and provided QA across multiple ad platforms
- Internal client resources were able to focus on business growth
- Support provided during Weekends, Holidays & spike in the volumes
- Consistently exceeded customer expectations on service delivery
- Technical support provided to over 70 customers of our client
- Extensive support ranging from Media Planning, Ad Launch & Trafficking provided.
Are you looking to improve the performance and achieve campaign goals?