Case Study: Gamesys achieves 24/7 multi-channel customer support with Oracle Service Cloud

Gamesys Achieves Exponential Growth with Flexible, Multi-Channel, Cloud Customer Experience

Gamesys, an award-winning online gaming company founded in 2001, needed a flexible CRM system to manage customer contacts as it expanded across Europe and the United States. The company also wanted to let customers self-serve through the web or contact support by email, chat, or telephone, while improving reporting to guide customer experience decisions. Gamesys used Oracle Service Cloud to support service for 13 brands in three languages.

With Oracle Service Cloud, Gamesys added email, chat, web self-service, and targeted FAQs, while maintaining 24/7 support through contact centers in the UK and the United States. The company cut customers contacting it by email or telephone from 25% in 2009 to 12% in 2015, grew monthly FAQ views from 12,000 in 2010 to 48,000 in 2015, and produced daily reports in under a few minutes. Gamesys also launched new online gaming sites every two months and could complete development for new sites within a month.

Gamesys

Matt Litherland

Customer Operations Manager