Case Study: Big Fish Games achieves 50% fewer support incidents and increased agent productivity 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, founded in 2002, is a leading producer and distributor of PC and mobile games serving hundreds of millions of players worldwide. As it scaled and shifted from PC to mobile and free‑to‑play models, the company faced rising multi-channel support demands and needed to reduce inbound gaming and technical incidents, boost agent efficiency, increase customer self‑service, segment customers by behavior, and automate reporting for better operational insight.

Big Fish implemented Oracle Service Cloud (Unified Agent Desktop, Web Self Service, Email, Analytics, Feedback, and Knowledge) to create a single support platform and a multilingual knowledge base of ~240 articles. The solution delivered a 50% reduction in support incidents, a 42% increase in agent productivity, roughly $870,000 in savings within 18 months, and a 1,404% ROI, while enabling 24/7 self‑service, automated reporting for executives, and targeted routing and segmentation to support new business initiatives.

Big Fish Games

Kevin Miller

Vice President, Global Operations