Fulfillment, Marketing and Customer Support

SPi delivers millions of transactions across various back-office activities, such as record and order processing, order management, subscriptions, invoicing and billing, credit card processing, returns and refunds.

We leverage smart technologies such as Robotic Process Automation (RPA) to efficiently process transactions with minimal turn-around time and to the highest standards.

SPi provides multi-tier technical product support, from the resolution of standard procedure issues to more complex troubleshooting, across multiple browsers, operating systems and devices.

Support is offered in three tiers.

Tier 1: standard, day-to-day issues such as those relating to logins, registration, access codes, single sign-on, multiple-browsers, and operating systems.

Tier 2: more complex transactions and issues escalated from Tier 1.

Tier 3: queries requiring high-level support, including subject matter expertise and engineering issues.

With many years’ experience in a broad spread of content transformation and delivery processes, SPi has deep industry knowledge and experience in diverse open source and proprietary content management systems (CMS) and learning management systems (LMS). We offer content support to education technology providers, OPM, educational institutions and publishers, in a variety of fields, including course conversions, assessments, common cartridge and SCORM production, and setting up course assignments on customers’ platforms.

We assist customers in creating value propositions to enhance brand and revenue potential, through customer acquisition, account database creation and maintenance, account migration, market intelligence gathering, marketing campaigns and catalogue creation.

We provide outbound support for marketing campaigns via email, chat and phone. We also provide design services for marketing brochures, catalogues, banner ads, infographics, interactive digital tools and website development.

Our proprietary AcQuire platform scrapes millions of data points from multiple websites and country locations. This data can be imported or integrated into client databases to support valuable insight generation.

Across the content life-cycle, from creation to consumption, SPi has deep domain-specific knowledge and extensive experience in working with the multiple stakeholders engaged in each process. These are typically diverse, coming from editorial, author, digital, product, technology, sales, marketing and other teams.

We provide wide-ranging content support, including author support during manuscript development and submission, clearing permissions on behalf of authors, and helpdesk support for content authoring and submission platforms.

We offer direct support to Higher Education students, responding to topics and questions from textbooks, and course and supplemental materials, helping them complete their assignments in a timely manner. Our subject matter experts provide one-on-one live tutoring support in many disciplines, using screen-sharing technologies.

The client is a leading online healthcare information provider for a highly engaged community of active users including the public, physicians, healthcare professionals, employers, and health insurance providers.
The portal witnesses a significant amount of user expression from across the globe. Many medical case studies and users seeking advice from specialty physicians are posted.
The high user activity posed 2 challenges to the client:

• to guarantee comments and reviews left by users met the portal’s global set of community standards; and
• to ensure compliance with the Health Insurance Portability and Accountability Act (HIPAA) — the standard for sensitive patient data protection.

SOLUTION

SPi Global developed a custom approach to help automate compliance for the client.

To this end, an NLP/ML-based model was appropriately adapted to the healthcare space to tag potential offensive content. In addition to regular social media moderation rules, additional rules around HIPAA violations were established for monitoring any patient’s confidential information being shared by users. We also ensured easier discovery of content by tagging with appropriate vocabulary.

To guarantee quality, we developed a team of qualified professionals with medical and paramedical backgrounds and trained them on the social media content moderation process.

For this project, SPi Global managed 150K+ posts annually.

A global publisher had fulfillment and customer support operations running separately in each of their publishing hubs, resulting in regional policies, underutilized staff, and a lack of global visibility.

SOLUTION

For this client, SPi Global created a dedicated Center of Excellence for Customer Service Operations in the Philippines. We also revamped process issues with detailed documentation of processes, policies, and customer journeys for each region, enabling discussion and long-term harmonization. The workflow was automated through SPi tools and RPA.

The restructuring aimed for service-based rather than location-based teams. To make the work seamless, we added cross-functional skills training to create flexibility in managing peaks without adding additional staff.

These new efficiencies allowed the client to increase coverage hours to 24/7 service and establish partnerships in new revenue opportunities, like telesales.
Current optimization of this project includes more than 1000 FTEs.