Managing CX, Revenue & Retention for MultiChoice Canal+

Overview

CXG engaged to support the broader CX and revenue generation objectives for the MultiChoice Canal+ group. Our role: driving meaningful revenue streams whilst delivering superior experiences across DStv, DStv Stream, ShowMax, and DStv Internet.

The engagement between MultiChoice and CXG is award-winning — successfully delivering both CX and revenue generation with customer satisfaction and service remaining at the heart of our CX strategy.

Key Performance Highlights

• CXG manages 1.8 million contacts per annum
• Sends over 12 million messages annually
• Maintains a C-HAP score of 93% — 8% above the defined KPI of 86%
• Average first response time of 16 seconds
• Generates in excess of 3,500 DStv Internet sales per month through chat channels
• Manages 220,000+ active DStv Internet subscribers

Digital Live Chat

CXG operates a full Live Chat team of 240 team members located across two sites — Century City and Mutual Park, Pinelands, Cape Town. This team manages all live chats related to core, new digital MultiChoice and DStv services and products including:

• DStv, DStv Stream, ShowMax, DStv Internet
• Billing, technical challenges, and activation of products and services
• Technical support across digital assets
• Upsell and management of financial and billing queries

DStv Internet

One of the most successful MVNOs (Mobile Virtual Network Operators) in South Africa, DStv Internet today sees 10% of MTN's data being consumed or utilised by DStv Internet.

CXG manages DStv Internet Support with a team of 70 specialists at Mutual Park, Pinelands — handling top-ups, activations, package changes, balance enquiries, connectivity support, and DStv Internet deals.

On-Demand Helpdesk

CXG operates a DStv NOC solution management team of 12 members supporting an on-demand elastic support desk and 5 NOC (Network Operations Centre) resources for real-time network monitoring.

Full MVNE (Mobile Virtual Network Enablement)

CXG, as a member of DSG, provides DStv Internet based services including bundled-based signup activity leveraging LTE services and devices. This includes:

• A fully managed and converged billing platform driving DStv Internet
• All platforms, systems, activations, support and processes
• Complete management of the full journey from onboarding to in-hand device activation

Award-Winning Partnership

By integrating MultiChoice's core video entertainment business into our telecom offering, CXG has helped create a unique value proposition that differentiates the DStv Internet brand. We believe identification of target customers and unique value propositions enables offerings that seek to expand wallet share and extend lifetime value.

CSAT/CHAP performance and service levels for Chat and DStv Internet support: CXG maintains a CSAT score over 93%, an average first response time of 21 seconds, and service level delivery over 85%.