How Broadcom Restored Customer and Partner Trust During a Period of Major Change
Delivering empathetic, brand-aligned customer support at scale across a global customer and partner ecosystem.
The Challenge
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
The Objective
Broadcom needed a partner that could:
The Solution
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 email- Proactive lifecycle engagement and churn prevention programs
- Consistent customer experiences across every inbound touchpoint
- Global customer and partner support coverage
- Brand-aligned agent training focused on empathy, product knowledge, and service quality
Rather 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.
The Results
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.
Why It Matters
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.
