Marquee TV - Case Study - Outsourced Customer Support

47 Cannon Street, Arca Building, Birmingham, B2 5EF, United Kingdom

701 Tillery Street, Unit 12-1160, Austin, Texas, 78702, United States

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Customer retention is 5x cheaper than customer acquisition.

The Challenges:

From Resource Constraints to Customer Needs.

Resource Constraints and Scalability

The primary challenge was a lack of dedicated internal resources to manage the growing volume of customer enquiries effectively. This strained existing team members, who were often pulled away from their core responsibilities. The inability to allocate sufficient time to customer support resulted in delayed response times and inconsistent service quality.

Handling Complex & Diverse Customer Needs

Marquee TV's diverse customer base presented unique challenges in handling complex technical and account-related queries. The need for personalised support, particularly for customers who preferred phone interactions, required specialised expertise and resources not readily available in-house.

Inefficient Call-Management

The absence of a structured call management system resulted in a significant drain on Marquee TV's resources, which consumed valuable time and attention. Specifically, the lack of a call screening or filtering mechanism meant that every incoming call had to be manually assessed, leading to unnecessary interruptions and reduced productivity.

Primary Goals:

Enhance Overall CS & Improve Efficiency.

Improve Customer Satisfaction

"Team resource was taken into consideration as we needed a dedicated person full time to respond in a timely, efficient, and professional manner to customer service queries, and that wasn't a resource that we, as a small team, had in-house which was the primary decision to outsource our Customer Support.

arketing was always involved, but it wasn't consistent, as we didn't have anyone to dedicate the time to it. We also needed to improve, standardise and optimise our responses where required."

Lianne Hickey

Marketing Manager, Marquee TV

Case Study: Marquee TV

Elevating the Arts Streaming Experience Through Strategic Customer Support

Marquee TV is a London-based, specialized global streaming service (SVOD) often called "Netflix for the Arts," launched in 2019. It offers a curated, high-quality collection of ballet, opera, theatre, dance, and music documentaries, catering to performing arts lovers. It is accessible via dedicated apps and major platforms like Amazon Prime and Roku.

Enhance Efficiency & Standardisation

Optimise Resource Allocation

Streamline Call Management

Through feedback and analytics, The SaaSy People's data-driven insights guide Marquee TV's strategy, enabling informed decisions and continuous product improvement.

Outsourcing customer support has saved Marquee TV one working day per week, freeing up valuable time for the team to focus on more meaningful work.

Personalised and timely responses from The SaaSy People have led to a noticeable improvement in customer satisfaction, fostering loyalty and positive word-of-mouth.

We go through all of the positive and negative feedback, and even when the feedback is negative, it is not necessarily a reflection of the quality of service.

A customer might have a gripe with our product or one of our terms and conditions, but the feedback that we get on our customer service uses so much positive language. It communicates knowledge, satisfaction, and the fact that people feel they are being listened to.

They appreciate the human interaction, and that their query was responded to in a personalised, tailored way that got to the root of their issue."

Lianne Hickey

Marketing Manager, Marquee TV

The SaaSy Impact:

Product Improvement and Time Saved.