Pearson's existing customer support capability could not meet the rapidly growing ... three times digital revenue and th
Customer Engagement EY with Pearson
Pearson is the world’s largest education company and book publisher. Its strategy centres on meeting the global demand for greater access and affordability in education by accelerating their shift to digital delivery of education products and services. This successful work underpinned Pearson’s growth ambition to improve customer experience, retention and education outcomes for millions around the world. As Pearson began to change their focus from selling physical print products though institutions to selling digital learning services direct to users, they needed to rethink their approach to customer support. Pearson’s existing customer support capability could not meet the rapidly growing demand for support as digital products generate more complex queries at higher volumes. This was leading to rising costs and pressure on the service provision. In the markets where digital product had been launched, digital customer contacts were growing at over three times digital revenue and the number of calls going unanswered was increasing at a similar pace. EY worked closely with Pearson on a new customer engagement strategy. Over a period of 10 months the global strategy was developed and implemented though the launch of three new international customer contact centres that delivered both proactive and reactive customer support to institutions and learners across the globe. The engagement model was 26%, more efficient in customer service costs, delivered an uplift in customer satisfaction and also supported revenue protection and generation activity though outbound customer engagement.
