We used Salesforce to provide online and agent-based support to subscribers. go90 subscribers can access self-help support assets from any page on the website, as well raise cases that get routed to customer service agents. All subscriber interactions with self-help assets, knowledge base articles and every case raised by them is stored in the customer’s interaction history, helping build a true customer 360 view and deliver stringent service levels and accurate management level reporting.

The design of the front-end website and go90 app, both powered by a unified content and CRM platform, allows subscribers to seamlessly switch between the app and the website to view and share content. Content can be shared by a subscriber via the app using messaging, email or social platforms and the recipient is able to interact with the content even if they don’t have the app downloaded on their devices.

Our primary objective, from the inception of the go90 programme, was create the simplest and most elegant subscriber experience possible. To this end, we brought together complex business processes, various support and service teams, content aggregators, curators and 3rd party providers on to best-of-breed content and CRM platforms to deliver highly available and interactive Digital experiences for go90’s subscribers.