Case Study: Buffalo Studios achieves an 80% ticket reduction and scalable 24/7 multichannel support with Parature

Buffalo Studios Delivers Winning Service To More Than 1 Million Daily Active Players

Buffalo Studios, maker of Bingo Blitz and Bingo Rush 2 and part of Caesars Interactive Entertainment, faced a support crisis as its games expanded from Facebook to mobile and reached over 1 million daily active players. Rapid growth pushed support volume to more than 11,000 tickets in a day, overwhelming a six-person team and prompting a need for a scalable, multichannel service solution.

The company deployed Parature’s cloud-based, mobile-responsive 24/7 support portal with a robust knowledgebase, centralized social/email/ticket channels, alert banners, automated time-sensitive responses and in-app data capture. Within days ticket submissions fell by about 80% (from ~11,000 to ~300 daily), enabling faster, more personalized responses, higher customer satisfaction and ongoing improvements like live chat and predictive search.

Buffalo Studios

Buffalo Studios