EXECUTIVE SUMMARY By deploying video chat on its telecom customer’s retail store kiosks, Tech Mahindra is able to support walk-in customers with personalization and innovation, leading to the highest Net Promoter Scores of all previous support channels offered. CHALLENGE When one of Tech Mahindra’s clients, a leading telecommunications company in Asia, opened next-generation, interactive retail spaces across the Philippines, it wanted a customer-support solution as innovative as its concept stores. Tech Mahindra needed to be able to provide premium customer support for all walk-ins while reining in costs. And the solution needed to be customized according to the telecom’s brand guidelines, to scale as operations grow and to be supported remotely when needed—all in a space that wo

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