At Sprint, we are working hard to meet the needs of our customers, where they are, but also keep in costs under control. Therefore, an online community was a great solution.
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Entry submitted by: Allison Fasching, Brien Hall, Christy Wolf (Social Strategy, Community & Engagement Managers)
Community: Sprint Community, Boost Mobile Community, Virgin Mobile US Community
Lithy category: Support Savings Titan
Sprint Corporation is the fourth largest telecommunications company in the U.S. with over 60 million customers; we have wireless service in more than 200 destinations around world. Sprint offers wireless voice, messaging, and broadband services through its various subsidiaries under the Boost Mobile, Virgin Mobile, and Assurance Wireless brands, and wholesale access to its wireless networks to mobile virtual network operators.
At Sprint, we are working hard to meet the needs of our customers, but also keep in costs under control. All our brands (Sprint, Boost & Virgin) are very conscious of costs so a Lithium SAAS online community was a great solution. In addition, we made the decision to switch to Lithium Social Response, we anticipate additional savings due to the increase in efficiencies we are already seeing.
Our changes to our customer care organization due to cost reductions from our digital platform
With the implementation of both Lithium Community and Social Response we are looking at the potential shifting of resources due to agent efficiencies and providing more focus on support content that can be reused by agents, customers and advocates. We have gained new insights into agent level performance and successfully leveraged the analytic dashboards.
Our customer care results
- Sprint Community, after 90 days in and we have met our target of 747K users/Mo and we hit $3M in call deflection.
- Boost & Virgin US. Communities, we are at 200K users/Mo, with $.5M in deflection since August 2016.
- We recently launched Lithium SMM for agents, to assist in responding to social support posts. Initial results week-over-week compared to our previous solution.
- Agents reported an easy transition switching from our previous solution to Lithium with very positive feedback on the SMM tool’s user friendliness and efficiency gained. They also reported the majority of First Responses happening within 15 minutes of a customer’s post.
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