Mediaocean achieves 24/7 technical support for clients

The company

Mediaocean, the mission-critical platform for omnichannel advertising, is an advertising services and software company that connects brands, agencies, media, technology and data. A quarter of all global media spend is managed through its software, with 100,000 users in 90 countries boasting a collective annual advertising spend of $150 billion. Using AI and machine learning technology to control marketing investments and optimize business outcomes, Mediaocean’s ad tech platform powers campaigns from planning, buying and selling to analysis, invoices and payments.

The challenge

Providing around-the-clock technical support coverage is essential for global software companies but can prove challenging both financially and logistically. This was the case for Mediaocean, which was only offering technical support coverage weekdays from 9am-8pm EST in North America and EMEA (Europe, Middle East and Asia) and struggling to find suitable candidates for the specialised roles in Asia-Pacific.

The situation became critical in North America/EMEA when the company started signing client contracts with 24/7 tech support built-in, while a lack of application and technical staff in APAC was taking a toll on existing team members.

Our solution

Following a strategic planning period, Mediaocean initially recruited three Philippines-based staff to join the North America/EMEA team and almost immediately witnessed improvements. With multiple people covering different shifts, the company was able to significantly increase the number of hours it provided technical support, including the weekend coverage that clients had been requesting. The ability to overlap rostering with existing staff also increased flexibility to provide paid time off.

In APAC, the recruitment and training of a support person to assist the Project Services team in data loading on consulting projects showed immediate results. The new hire has since improved to the point where they are self-sufficient on such projects.

The results

The increase in personnel means Mediaocean’s technical support teams are better positioned to handle busy periods and respond faster when there are critical issues.

Locating an APAC resource in an appropriate time zone has allowed the company to implement a ‘follow the sun’ support model for one of its global products, while it has also been able to supplement a local CX team with two additional staff on one of the region’s existing legacy systems.

The ability to assign tedious and time-consuming tasks such as data loading and verification to cost-effective recruits has also allowed existing Professional Services Consultants to spend more of their time on higher value projects.