Case Study

Premier online webstore offering professional and engaging presentations grows product line five-fold

Delivering fast, effective customer service to an increasingly sophisticated customer base.

Results At A Glance

Expansion

Retain their existing customers and expand into new markets

Product Support

Easily customize presentation templates

Design Solution

Latest software into designing templates

Customer Support

24/7 coverage

  • BACKGROUND

    The customer operates a premier online webstore that gives customers an easy way to buy engaging Microsoft PowerPoint presentation templates. It also serves as a vast repository of PowerPoint presentation templates, some of which are free, and others available for purchase. The templates can be easily searched, previewed, purchased and downloaded.

    The customer’s business is fueled by the growing demand for fast and effective communication tools and template-based presentation kits from business executives and organizations.

  • CHALLANGES

    With the rising demand, our customer was having difficulties delivering fast, effective customer service to an increasingly sophisticated customer base. In addition, the growth meant adding skilled team members to help support the business – this scaling of manpower was also proving to be an issue for the company.

  • SOLUTIONS

    TransForm put a team in place to perform extensive product research in the business presentation area including comparing the competitive products available with those being offered by the customer. TransForm also undertook market surveys on end user sentiment towards our customer’s product offerings. These helped identify several key areas to address which TransForm took into account when crafting the following solutions:

    • Trained our staff on the customer’s products to deliver fast and effective service
    • Created product support documentation to enable customers to easily customize presentation templates
    • Revamped the product portfolio and incorporated the latest software into designing templates
    • Advised the customer on price revisions of some products

    Our customer quickly saw the value of TransForm’s abilities and cost-effectiveness, and began to outsource its core activities to us – designing PowerPoint products and tailored presentations for its premier customers.

  • RESULTS

    With TransForm’s help, our customer was able to:

    • Retain their existing customers and expand into new markets
    • Achieve a 5X expansion in product line accompanied by an impressive customer experience while keeping costs low
    • Expand customer support services across all channels – email, chat and phone – enabling management of up to 250 tickets per day

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