Enhancing Customer Experience: Enterprise Transformed with Datamatics Salesforce Automation

A leading on-demand video streaming platform, this entertainment powerhouse serves a global audience with a diverse content library spanning timeless classics, blockbuster hits, thought-provoking documentaries, short films, and exclusive web series. As the digital division of a renowned East Indian media and entertainment conglomerate, the company boasts a strong foothold across multiple verticals, including film and TV production, cinema exhibition, content distribution, digital cinema solutions, music, and emerging media formats.

The Challenge: Customer Experience Bottleneck

As a leading digital entertainment provider, the client had built a strong reputation for delivering premium content to audiences worldwide. The Chief Customer Experience Officer (CCXO) faced a pressing concern ensuring seamless, high-quality support for millions of users while managing an increasingly fragmented customer service ecosystem.

The lack of a unified platform to access holistic customer data, insights, and support tickets meant service teams struggled with delayed response times, inconsistent interactions, and operational inefficiencies.

As the client expanded its content library and subscriber outreach, scaling support services seamlessly across different digital touchpoints became increasingly difficult.

The Solution: Salesforce Service Cloud

Datamatics’ Salesforce experts collaborated closely with the client to craft a strategic digital transformation plan. By integrating Salesforce Service Cloud, the client gained a unified view of customer interactions, enabling support agents to access real-time user histories, preferences, and queries seamlessly.

To ensure a smooth transition, Datamatics adopted a phased implementation approach, minimizing the risk of system disintegration or operational disruptions. This structured method reduced ambiguity and preserved business continuity while enhancing service efficiency.