Client Overview
Our client, a broadcasting company operating nationwide across television and a digital streaming platform, reached out to ProvidusCRM. Their commercial team sells advertising inventory across TV, on-demand, and audio platforms, and manages a growing subscriber base for its premium streaming tier.
The broadcaster needed to modernise ad sales operations and improve subscriber service through AI-driven automation.
The Challenge
Their sales representatives would manage ad campaigns in spreadsheets while the traffic system held inventory data, and a separate billing platform issued invoices. They spent 40% of their time on administrative work rather than selling.
The subscriber support team handled over 12,000 monthly queries, but agents had no single source of truth for subscription history, billing, or content preferences. Average handle times exceeded 9 minutes per call as a result.
The Solution
We implemented Media Cloud to manage ad sales agreements, inventory commitments, and campaign delivery tracking. Sales Cloud handles the broader opportunity pipeline for commercial partnerships. MuleSoft connected Media Cloud to the broadcaster's traffic and billing systems, removing the manual handoffs that drove up admin time.
Agentforce was deployed inside the subscriber support workflow to handle tier-one queries, including subscription changes, password resets, and content recommendations. Complex cases are routed to human agents with full subscriber context already loaded, cutting the time agents spend gathering information before they can help.
Custom Lightning components were built for campaign performance dashboards and subscriber 360 views. Automated revenue recognition was also configured to align with IFRS 15 reporting standards.
The Impact
- Sales productivity: Reduced ad sales admin time by 45%, giving reps 14 extra selling hours per week.
- Service efficiency: Cut average subscriber call handle time from 9 minutes to 4 minutes through Agentforce automation.
- Revenue assurance: Improved campaign delivery accuracy by 28%, reducing make-good obligations.
