Case Study: Big Fish Games boosts agent productivity and cuts support incidents with Oracle Service Cloud

Big Fish Games Provides Superior Customer Service, Increases 60 Agents’ Productivity, and Reduces Incidents by 50% with Cloud Services Platform

Big Fish Games, a major mobile and PC game publisher, needed to improve customer service across e-mail, web, and mobile channels while reducing gaming and technical incident inquiries. The company also wanted stronger self-service options, better customer segmentation based on behavior and interactions, and automated reporting to give executives clearer insight into customer experiences.

Big Fish Games implemented Oracle Service Cloud, including Unified Agent Desktop, Web Self Service, Email Support, Analytics, Feedback, and Knowledge Management, in about six months. Oracle Service Cloud helped create a unified desktop and a knowledge base of about 240 articles, reduced the support incident rate by 50%, increased team productivity by 42%, and saved approximately $870,000 in 18 months.

Big Fish Games

Kevin Miller

Vice President, Global Operations