Beachbody

The challenge

Beachbody's script management challenge was amplified with new product roll-outs across multiple contact centers. The company was weighed down with:

• Six-week turnaround times for script changes
• Management of hundreds of script versions across multiple contact centers — creating an inability to report on script effectiveness
• The expense of paying outside programmers to make script changes

Every new campaign, every A/B test, every pricing adjustment meant waiting weeks and paying contractors.

The solution

SingleComm's Workflow tool replaced the patchwork of scripts and programmers with one centralized system:

• Centralized real-time data for in-the-moment adjustments
• Drag-and-drop functionality that non-engineers could use
• The ability to make changes across all platforms and any number of call centers simultaneously, significantly decreasing time-to-market
• In-house script changes without expensive and time-consuming coding

Supervisors and marketers could ship script changes the same day, no contractor tickets.

The results

• Scripting process time slashed from weeks to days
• In-house script builds and modifications via simple, intuitive interface
• Centralized script validation for reduced implementation risk
• No need for coding by programmers — the tool put marketers in control
• Beachbody was able to save hundreds of thousands in lost revenue potential and programming costs