Case Study from the Gaming industry

This client is a leading global provider of innovative devices for the interactive entertainment industry. They develop and market accessories for videogame systems and PCs under their own proprietary brands and sell their products through well established retailers in North America and Europe.

In a sales driven marketplace, our client has chosen to focus on the core aspects of their business: streamline the manufacturing process and increase revenue by focusing on direct and indirect sales. Prior to our involvement, the customer support activities were fragmented throughout several departments. This led frequently to delayed responses and occasional conflicting resolutions. Thus, due to low levels of customer satisfaction, the need for a structured Customer Support approach was evident. The challenge for our client was to adapt their customer support activities to constantly increasing order volumes.

After careful consideration, this client chose our Shared Services platform which offers their customers increased levels of satisfaction while decreasing the costs associated with support activities. As our agents offer support in English, French, German and Spanish, our client’s reach to new geographies has extended. Phone and e-mail support was moved to our platform and the operation went live in October 2010.

Having the Customer Support processes moved to our platform enabled our client to achieve greater revenue while reducing operating costs. Even though call and e-mail volumes have been increasing ever since, Service Levels have been guaranteed by our highly qualified staff. The main achievements for this particular client were: