Messaging During Outages to Reduce Call Center Volume

Screen Shot 2015-11-15 at 4.17.02 PMImprovement of Customer Messaging at the time of Service Outages to Reduce Call Center Stress

Company: SiriusXM

Challenge: When the radio service went offline, it would take up to 3.5 hours to display a message on the SirusXM web site. During that time the call center would receive calls from customers. The enterprise publishing software and processes were built to maximize efficiencies in publishing.

They needed a service level architecture that bridged the organizational silos to allow the Marketing department to initiate a business function that was controlled by IT, web caching.

Solution: After documenting the existing process and defining the business owners of each caching step, I was able to establish the business case to reduce the existing caching time from 3.5 hours to 25 minutes. Once that caching process was shortened, I had established myself as a trusted consultant liaison between Marketing and IT, and was able to escalate the business requirements to have a tool built that allowed a marketing resource to force the cache expiration, reducing the time-to-live to under seven minutes.

Timeframe: 3 months

Results: During system outages the reduced call volume was 90% of the volume before the solution was implemented.