1. Overview
Jeota Media, a leading media production company specializing in TV, digital content, and corporate media, wanted to enhance customer engagement and strengthen client relationships. With increasing demand for content and client projects, they needed a reliable partner to manage high volumes of customer interactions while maintaining service quality and brand consistency.
Client: Jeota Media
Industry: Media & Entertainment
Services: Customer Experience Management (BPO)
Via: Afriserve 360
2. Challenge
Jeota Media’s internal team was struggling to manage:
- High volume of client inquiries across multiple channels (phone, email, social media).
- Inconsistent quality of responses, risking client satisfaction.
- Lack of real-time visibility into client requests and feedback.
- Growing demand that internal resources couldn’t scale efficiently.
The company needed a solution that would allow their customer support to scale with growth, maintain quality and brand consistency, and provide actionable insights to improve client engagement.
3. Solution
Afriserve 360 deployed a dedicated CXM team trained in media-specific client engagement. Key elements included:
- Multichannel support across calls, email, and social media.
- AI-assisted CRM integration for seamless tracking of requests and complaints.
- Cultural fluency and brand-aligned training for all agents.
- Real-time dashboards and KPI tracking to monitor agent performance, response times, and satisfaction.
Afriserve 360 worked closely with Jeota Media to customize SLA standards, escalation protocols, and reporting structures to ensure consistent excellence across all client touchpoints.
4. Results
Actionable insights provided management visibility, enabling data-driven decisions and process improvements.
Average response time reduced by 60%.
Customer satisfaction scores increased by 45%.
Improved client retention and repeat business due to personalized service.
