Intermedia

Background

Intermedia Brand Marketing, recognised as a leader in magazine marketing and distribution, sought an expert partner to elevate their customer experience management. Their goals were twofold: To enhance overall customer satisfaction by collaborating with a world-class provider of customer service solutions and to enable the Intermedia team to concentrate on driving strategic growth and innovation for the business.

Challenge

Providing exceptional customer service within the subscriptions sector demands a highly specialised and adaptive approach, ensuring that support is not only swift and efficient but also tailored to the unique needs of each customer. The complexity increases when managing bespoke contact solutions for a wide array of publishers and brands, all operating on Intermedia’s proprietary system. It was clear that a distinctive, innovative partnership was required to meet these challenges head on.

Solution

Air Business Subscriptions was chosen as the ideal partner, drawing on decades of expertise in managing intricate customer service interactions across multiple sectors. We now oversee all of Intermedia’s inbound communications via their Myriad system, utilising a blended team that operates both offshore and onshore. This seamless transition was made possible through close collaboration between our teams, ensuring uninterrupted service and an outstanding customer experience from day one.