Background
Future Publishing, a leading magazine publisher, wanted to bring its customer service system used to manage their customer contacts in-house.
Their key goals were:
1. To have complete control over the system used to handle emails and phone calls, whilst still utilising Air Business Subscriptions agents to manage the contact.
2. To allow Future Publishing to focus on their strategic growth initiatives within the customer service area.
Challenge
The new system required extensive user training to ensure efficiency from day one. Managing high contact volumes and bespoke contact workflows across multiple brands required a partner with deep experience, flexibility and the ability to adapt quickly.
Solution
Air Business Subscriptions provides flexible support, enabling clients to operate on its platform or client’s own systems. Its in-house Learning & Development team delivered tailored training to over 70 staff across global offices, ensuring rapid adoption, confident users and a smooth, seamless transition from day one.
