Delivering empathetic, brand-aligned customer support at scale across a global customer and partner ecosystem.
Broadcom’s acquisitions of CA Technologies and Symantec created significant operational complexity across its customer and partner ecosystem. While the integrations expanded the business, they also introduced uncertainty for customers navigating new processes, contacts, and support structures.
As service experiences became inconsistent across channels, onboarding varied by customer, and escalation volumes increased, the risk extended beyond customer satisfaction. Enterprise customers who feel unsupported during periods of change are more likely to disengage, creating retention and revenue risk.
Broadcom needed a scalable support model capable of maintaining trust, delivering consistency, and protecting customer relationships while internal teams focused on integration efforts.
Key Results
55%
Pipeline opp. close rate
$171M+
Sales pipeline generated
$87M+
Closed/won revenue
12x
ROI in Year One
Broadcom needed a partner that could:
Televerde implemented a customer engagement model designed to reinforce trust at every stage of the customer journey while delivering consistent support across Broadcom’s global ecosystem.
The solution included:
Omnichannel customer support across voice, chat, and emailProactive lifecycle engagement and churn prevention programsConsistent customer experiences across every inbound touchpointGlobal customer and partner support coverageBrand-aligned agent training focused on empathy, product knowledge, and service qualityRather than functioning as an outsourced support provider, Televerde operated as an extension of the Broadcom brand, delivering the same standards of care, responsiveness, and customer experience expected from internal teams.
Televerde’s customer engagement model helped Broadcom maintain customer confidence during a period of significant organizational change while continuing to support revenue growth and customer retention.
The partnership delivered:
$171M+ in sales pipeline generated
$87M+ in closed/won revenue
6,025+ qualified meetings with decision makers
55% close rate on pipeline opportunities
12x ROI in one year
Consistent customer and partner support across global markets
The result was a more resilient customer experience operation that protected trust, strengthened relationships, and supported long-term growth during a complex period of transformation.
Major acquisitions often succeed or fail based on the customer experience that follows. While organizations focus on systems, processes, and integration strategies, customers simply want confidence that they will continue receiving the support they depend on.
Broadcom’s experience demonstrates how consistent, empathetic engagement can protect customer relationships during periods of change. By combining proactive outreach, global support coverage, and a customer-first operating model, organizations can reduce churn risk while preserving trust and loyalty.
When customers feel heard, supported, and valued, even the most complex transitions become opportunities to strengthen relationships rather than jeopardize them.
Broadcom needed to maintain consistent customer and partner experiences following the acquisitions of CA Technologies and Symantec. The integrations introduced new systems, processes, and support structures that created operational complexity and increased the risk of inconsistent customer service, churn, and reduced trust.
Televerde provided a scalable customer engagement model that delivered omnichannel customer and partner support across voice, chat, and email. Dedicated teams focused on maintaining consistent experiences, proactive outreach, customer retention, and brand-aligned service while Broadcom completed complex integration efforts.
The engagement delivered measurable business outcomes, including:
$171M+ in sales pipeline generated
$87M+ in closed/won revenue
55% pipeline close rate
12x return on investment within one year
More than 6,000 qualified meetings with decision makers
Consistent customer and partner support across global markets
Mergers and acquisitions often introduce new technologies, support teams, and business processes that can disrupt customer relationships. Maintaining consistent communication and responsive support helps preserve trust, reduce churn, and protect revenue throughout organizational change.
Any organization experiencing rapid growth, acquisitions, digital transformation, product expansion, or operational restructuring can benefit. Industries such as technology, software, telecommunications, manufacturing, financial services, and healthcare frequently use outsourced customer engagement teams to maintain service continuity.
Televerde delivered:
Omnichannel customer support
Partner support
Customer retention programs
Proactive outreach
Brand-aligned customer service
Global customer engagement
Customer lifecycle support
Customer experience management
Proactive engagement identifies customer issues before they become larger problems. Regular outreach, consistent communication, and timely issue resolution improve satisfaction, strengthen relationships, and reduce the likelihood that customers or partners disengage during periods of change.
Televerde operates as an extension of its clients' teams rather than simply handling transactions. Teams receive brand-specific training, focus on customer outcomes, leverage technology alongside human expertise, and provide customer experience services designed to strengthen long-term relationships and revenue growth. This people-first, technology-enabled approach reflects Televerde's mission and brand values.
Yes. Televerde provides scalable customer engagement services across regions and channels, helping global organizations deliver consistent customer and partner experiences regardless of geography or communication channel.