Improving CSAT for a Global Digital Advertising Leader
HCLTech transforms operating model to enhance the publisher experience.
Our client is a global technology company that offers a suite of cloud computing, productivity and collaboration tools with a prominent offering in the digital advertising space. It serves advertisers and publishers through various ad-serving products and platforms.
HCLTech offers technical troubleshooting assistance to global publishers who use our client's Ad Serving product. The service spans channels such as email, chat, display, video, mobile InApp and other related technologies like Streaming, Real-Time Bidding and more. The engagement provides 24X7 support across 9 global delivery locations supporting 31 languages. The delivery structure demands skilled personnel proficient in Ad Serving domains and technologies, including HTML and Java CSS.
We helped the client redesign their operating model, transform the road to proficiency and increase the capability to handle complex ad tech publisher queries.