Sprint provides wireless services and is a major global Internet carrier. Sprint also offers wireless voice, messaging, and broadband services through its various subsidiaries under the Boost Mobile, Virgin Mobile, and Assurance Wireless brands, and wholesale access to its wireless networks to mobile virtual network operators.
To maintain a position of leadership in sustainability, Sprint was looking for ways to be more eco-friendly, without negatively impacting the customer experience or increasing costs.
CI evaluated the current printed materials included in the packaging with Sprint devices, and recommended a digital strategy that would enable them to reduce printed materials while improving the customer experience. CI developed a customized workflow that allowed Sprint to remove the printed user guide from the device box, and post that guide in HTML on sprint.com. These new HTML user guides were searchable, SEO optimized, and accessible for visually impaired customers.
The transition to HTML user guides enabled Sprint to reduce the printed page count by 98%, while providing new tools for customers as well as the Customer Care organization. The added functionality means that customers can find the right information much more quickly. Analytics showed that over 87% of customers who viewed content in the HTML user guides did not call Customer Care afterwards, reducing costs.