NEWS

Touchbase to reduce Austar’s contact center costs while improving service levels to customers - 4 November 2008

BRISBANE - Austar, a pay TV provider located in Robina, Queensland, Australia, has enlisted the assistance of Touchbase in order to reform their business communication strategy and to reduce the mounting costs of supporting close to a million customers. Because of their continual growth, managing a successful contact center has become progressively more demanding. In order to reduce costs, but maintain quality customer support, Austar was required to integrate their communications systems onto a single, more efficient, technology platform. Dana Strong, Austar’s Chief Operations Officer, explained that for them “the big selling point was clear when [we] looked at the cost of the program over a three and five year time horizon compared to the cost of maintaining and upgrading [our] environment over the same period of time.”

Through a close collaboration with the Austar executive team, Touchbase conducted a series of interviews and research to identify the current issues and future opportunities to produce a valuable design solution. Andrew Fisher, Managing Partner of Touchbase Australia, said that Touchbase have completed “some significant customization and development to help Austar’s business off the back of the assessments we made during the consultancy engagement.”

The DESIGN solution combined Foundation, Collaboration, Mobility, Customer Contact and Business Intelligence technology aligned precisely to Austar’s objectives. Touchbase will DELIVER these technologies in 4 subsequent phases. The solution will include 1000 users across Austar’s business along with 400 agents based out of Austar’s headquarters’ in Robina, Queensland. After the implementation of these 4 phases, which is scheduled to take 18 months, Touchbase will support and manage Austar’s new business technology platform on an ongoing basis with a 5 year OPTIMIZE service.

Touchbase will be delivering Austar competitive edge through a reduced reliance on multiple vendors and improved productivity. Along with that control, the new platform which Touchbase has recommended will save Austar AUD$5.7M over period of 5 years. Austar will also achieve significant operational efficiency and productivity benefits which can be achieved over 18-24 months with the products designed and delivered by Touchbase.

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